Field Service Technician I

Astreya Inc.; São Paulo; On-site; BRL 42,000 - 56,000; Full time

Job summary

Astreya is seeking an Associate Field Services Technician I to deliver on-site and remote end-user support across desktops, laptops, peripherals, and mobile devices in São Paulo.

You will handle ticketing in ITSM tools, assist with deployments, imaging, and asset tagging, and uphold safety and client guidelines.

Qualifications

• High School Diploma or GED is required.
• Preferred IT-related coursework enrollment.
• Experience with end-user support and ticketing systems is advantageous.

Responsibilities

• Provide onsite and remote end-user support for desktops, laptops, peripherals, and mobile devices.
• Troubleshoot and resolve hardware/software issues in a timely manner.
• Deliver high-quality, customer-focused IT service experiences.
• Document resolutions and maintain ticketing accuracy in ITSM tools.
• Set up and teardown AV/conference room equipment and assist with deployments.

Skills

Troubleshooting

Customer service

Communication

Time management

Team collaboration

Education

High School Diploma or GED

Enrollment in IT coursework

Tools

ServiceNow

Jira

JAMF

SCCM

MDM concepts

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 and tracks equipment Manages and reconciles inventory independently ITSM & Ticket Management Updates and closes tickets Owns queue, manages SLAs, escalates as needed

Physical Requirements

• Lifting & Carrying: Must be able to regularly lift and carry up to 50 lbs (22 kg) Includes monitors, CPUs, AV equipment, and other IT hardware
• Mobility & Posture: Frequent standing, walking, bending, kneeling, crouching, and reaching May require working in tight or awkward spaces (e.g., under desks, behind racks)
• Manual Dexterity: Ability to use hands and fingers to handle, install, or adjust small components and cables Use of standard IT tools (e.g., screwdrivers, cable testers, label printers)
• Vision & Focus: Close vision required for reading device labels, part numbers, and screen details Must be able to focus on a computer screen for extended periods

Work Environment

• Work performed primarily in office, data center, and/or AV-equipped conference rooms Exposure to electric components, server noise, and climate-controlled spaces

Onsite Requirements

• This is a 100% onsite role; presence during working hours is mandatory Occasional local travel may be required (for multi-building campuses or nearby sites)

We’re so glad you’re here. Use this space to explore career opportunities, track your application, and take next steps with a global team that values people and progress. Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!