Field Services Technician I

Astreya; Dublin; On-site; EUR 29,000 - 36,000; Full time

Job summary

Astreya Ireland is seeking a Field Services Technician to provide onsite IT support, handle ticketing, imaging, deployment, and AV room setups at client sites. You will work under guidance, document resolutions, and ensure asset tagging and inventory accuracy.

Level II adds lead technician responsibilities, mentorship, and on-site coordination with remote teams. You will manage single-person sites, own conference room tech, and drive lifecycle tasks from imaging to e-waste, while upholding

Qualifications

• High School Diploma or GED is required; IT coursework is a plus.
• Entry- to mid-level IT qualifications (A+, Network+ or equivalent) preferred.
• Experience with imaging, deployment, and asset tracking is desirable.

Responsibilities

• Provide onsite and remote end-user support for desktops, laptops, peripherals, and mobile devices.
• Receive, document, and close requests in ITSM systems with proper SLA alignment.
• Assist with workstation deployments, imaging, and AV/ conference room support.
• Maintain accurate inventory records and asset tagging; escalate when needed.
• Adhere to SOPs and client-specific security protocols.

Skills

Windows 10/11

macOS

Troubleshooting

Imaging & Deployment

ITSM (ServiceNow, Jira)

Asset & Inventory Mgt

AV/VC Systems

Networking basics

Customer service

Onsite support

Education

High School Diploma or GED

Associate’s degree in IT/CS (Level II)

Certifications (A+/Network+)

Tools

ServiceNow

JAMF

SCCM

MDM tools

ITSM tools

Label printers

Job description

• 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
• Follow proper inventory handling, tagging, and tracking
• Escalate unresolved issues appropriately
• Adhere to safety protocols and client-specific guidelines

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

Field Services Technician II(Lead Single Man Sites)

• Independently manage onsite IT support at single-person or lead-assigned locations
• Serve as the primary contact for end-user technical needs
• Own AV/conference room setup, maintenance, and issue resolution
• Execute full lifecycle support: imaging, deployment, recovery, e-waste
• Oversee inventory reconciliation and tool usage
• Prioritize and resolve tickets aligned to SLA targets
• Identify recurring issues and suggest process improvements
• Provide informal mentorship and support to visiting or junior technicians
• Uphold Astreya’s quality and service standards through professional communication and client interaction

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.

Level II Additional Responsibilities

Team Collaboration

• At Level II, act as the lead or sole technician on-site and coordinate with remote teams or vendors.
• Provide informal mentorship to junior techs or new team members visiting the site.
• Share site-specific insights or recurring issue trends to help improve service delivery.

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

Level II

• Required: High School Diploma or GED
• Preferred:Associate’s degree in Information Technology, Computer Science, or a related field Prior experience working independently or at a single-technician site

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)

Technical

Knowledge, Skills & Abilities (KSAs)

• 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
• Ability to work independently, especially at single-technician sites (L2)
• Willingness to mentor peers or junior team members (at Level II)

Each level, 1 - 2, represents a progression in complexity, autonomy, and responsibility. The higher the level, the more critical thinking, leadership, and expertise are required.

Competency

Level I

Level 2

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)

Salary Range

29,432.00 - 36,436.00 EUR (Annual)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.