Field Service Technician I

Astreya Consultancy India; São Paulo; On-site; BRL 32,000 - 52,000; Full time

Job summary

Astreya Consultancy India is seeking an entry-level Field Services Technician I in São Paulo. You will respond to IT service tickets, assist with workstation setups, imaging, and asset tracking while following documented procedures.

You’ll provide on-site and remote support for desktops, laptops, and mobile devices, escalate issues, and maintain accurate ticket records. Training and growth are available.

Qualifications

• High school diploma or GED required, IT coursework preferred.
• Entry-level certifications such as CompTIA A+ or Google IT Support are valued.
• Familiarity with Windows, macOS, Linux, imaging, and deployment tools.

Responsibilities

• Provide onsite and remote end-user support for desktops, laptops, peripherals, and mobile devices.
• Troubleshoot hardware and software issues and deliver timely service.
• Document requests and resolutions in ITSM systems (e.g., ServiceNow).
• Assist with workstation deployments, imaging, and asset tagging.
• Support AV/VC equipment and conference room setups.

Skills

Windows 10/11

macOS

Linux basics

Imaging & deployment

Networking basics

ITSM platforms

Device provisioning

AV/VC systems

Mobile devices

SCCM/JAMF/MDT

Education

High School Diploma or GED

IT-related coursework enrollment preferred

CompTIA A+ or Google IT Support Certificate

ITIL Foundation

Tools

ServiceNow

Jira

SCCM

JAMF

MDM tools

Job description

Key Deliverables by Level

Deliverable

• Level 1 - Associate
• Field Services Technician I
• Respond to IT service tickets using documented procedures and supervision
• Assist with workstation setups and peripheral connections
• Perform basic AV checks and room readiness tasks
• Support imaging and deployments under direction
• Maintain accurate ticket documentation in ITSM tools (e.g., ServiceNow)
• Follow proper inventory handling, tagging, and tracking
• Escalate unresolved issues appropriately
• Adhere to safety protocols and client-specific guidelines

Essential Duties and Responsibilities (All Levels)

• End-User Support
• Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices.
• Troubleshoot and resolve common hardware and software issues.
• Deliver a high-quality, customer-focused service experience in a timely manner.
• Ticket Management
• Receive, document, and close support requests in ITSM tools (e.g., ServiceNow).
• Prioritize tickets based on urgency and impact.
• Escalate complex or unresolved issues following defined protocols.
• Hardware Deployment & Recovery
• Assist with or independently perform workstation deployments, device imaging, and equipment setup.
• Support device recovery, re-imaging, and e-waste processes according to lifecycle guidelines.
• Ensure accurate labeling, tagging, and asset tracking for all deployed equipment.
• Inventory & Asset Management
• Maintain and reconcile inventory of IT equipment and accessories at assigned site.
• Use asset tracking systems to manage device records, check-ins/outs, and stock levels.
• Participate in regular audits and support logistics for shipping/receiving hardware.
• AV & Conference Room Support
• Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras).
• Set up and tear down conference room tech for meetings or events.
• Support room readiness, monitor usage, and report or resolve AV issues.
• Documentation & Process Compliance
• Follow documented processes and standard operating procedures (SOPs) for all support tasks.
• Maintain clear and concise documentation for resolutions, escalations, and asset updates.
• Adhere to Astreya and client-specific protocols, including change and incident management.
• Customer Service & Communication
• Serve as a visible, approachable point of contact for IT-related issues at the site.
• Communicate effectively with users to understand issues and set clear service expectations.
• Represent Astreya's service commitment with professionalism and courtesy.

Education and/or Work Experience Requirements

• Level I
• Required: High School Diploma or GED
• Preferred: Enrollment in IT-related coursework or vocational training
• Certifications (plus): CompTIA A+ Google IT Support Certificate or similar entry-level credential

Certifications

• CompTIA A+ and/or Network+
• ITIL Foundation
• AVIXA CTS (for AV specialization track)
• JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization)

Knowledge, Skills & Abilities (KSAs)

Technical:

• Knowledge of Windows 10/11, macOS, and basic Linux environments
• Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals
• Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts
• Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology
• Basic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)
• Proficiency with ITSM/ticketing platforms (e.g., ServiceNow, Jira)
• Ability to image and deploy devices using tools like SCCM, JAMF, or MDT
• Experience with inventory and asset tracking tools for lifecycle management
• Awareness of IT security best practices and safe handling of equipment
• Ability to follow standard operating procedures (SOPs) and technical documentation

Soft Skills:

• Strong verbal and written communication skills for working with end users
• Excellent customer service orientation and active listening
• Effective time management and ability to prioritize multiple tasks
• Strong problem-solving and analytical thinking in fast-paced environments
• Ability to collaborate with teammates and cross-functional teams
• High level of professionalism, reliability, and accountability
• Adaptability to changing technologies, priorities, and client environments
• Self-motivated with the ability to take initiative and follow through

Competency

• Hardware Support & Troubleshooting
• Follow basic procedures
• Independently diagnoses and resolves issues.
• OS & Platform Knowledge
• Supports Windows/macOS basics
• Supports and configures multiple OS platforms
• Mobile & Endpoint Management
• Basic support for mobile devices
• MDM exposure, configures and supports endpoints
• AV/VC Systems
• Performs room checks, reports issues
• Troubleshoots AV problems and supports meetings
• Networking Fundamentals
• Understands connectivity basics
• Diagnoses common network-related issues
• Imaging & Deployment
• Assists with imaging
• Performs full device imaging and deployments
• Inventory & Asset Management
• Tags