Field Services Technician I

Astreya Consultancy India; Gurugram District; In loco; INR 320.000 - 450.000; Tempo pieno

Descrizione del lavoro

Astreya Consultancy India is seeking a Field Service Technician to provide end-to-end onsite and remote user support, manage assets, and diagnose hardware issues. You will work with AV equipment and collaborate across teams to ensure high-quality service and customer satisfaction.

Ideal candidates have 1–2 years in IT services, strong communication, and proficiency with Windows 11, Mac OS X, Linux, and deployment tools.

Competenze

• High school diploma or GED with 1–2 years in IT services or related training.
• Strong knowledge of IT support policies and procedures.
• Ability to understand customer needs and provide high-quality interaction.
• Proactive in mastering service delivery processes and quality of work.
• Facilitate a collaborative team culture and cross-team communication.
• Provide general IT support in a fast-paced technology environment.
• Handle a variety of hardware issues including devices and peripherals.
• Knowledge of Windows 11, Mac OS X, Linux fundamentals, and basic AV equipment.

Mansioni

• Provide end-to-end onsite and remote user support for client service requests.
• Manage inventory, assets, and e-recycling; use data management software for accuracy.
• Diagnose hardware issues and support AV equipment; collaborate across teams.
• Assist with room setup, video conference equipment, and displays.
• Ticket management: prioritize and complete requests; track orders and deployments.
• Escalate issues per SLAs; document processes and follow knowledge management practices.
• Collaborate with IT teams to ensure consistent service delivery and customer satisfaction.
• Contribute to a positive user experience and support team goals.

Conoscenze

IT Support

Windows 11

Mac OS X

Linux Fundamentals

Hardware Troubleshooting

Deployment Tools

Time Management

Customer Service

Formazione

High School Diploma or GED

Strumenti

Image Deployment Tools

Descrizione del lavoro

Overview

The Field Service Technician plays an important role in enabling a seamless user experience. Responsibilities encompass a wide range of tasks, from meticulously tracking orders to efficiently managing hardware and accessory deployment. Field Service Technicians are the backbone of front-line user support, ensuring that conference rooms are well-maintained and behind-the-scenes user setups are flawlessly executed. Beyond their technical duties, Field Service Technicians focus on fostering strong relationships with users, understanding their needs, and ensuring their satisfaction. They will support Astreya's ever-expanding customer base and ensure a consistently high-quality user support experience. The successful candidate will be familiar with industry best practices and willing to go above and beyond for our clients.

Scope

• Provide end-to-end onsite and remote user support, ensuring high-quality solutions and user experiences.
• Manage inventory, assets, and e-recycling, utilizing data management software for accuracy and workflow efficiency.
• Diagnose hardware issues, support AV equipment, and collaborate across teams to ensure smooth operations and customer satisfaction.

Primary Responsibilities

• User Support: Provide end-to-end onsite and remote user support on service requests raised by clients. Use logic and reasoning to identify alternative solutions, conclusions, or approaches to solving problems and delivering the best possible solutions resulting in a high quality user experience.
• Inventory & Asset Management: Handle inventory and asset management and e-recycling. Utilize Inventory Data management software to maintain inventory accuracy and workflow. Deploy and recover assets and accessories. Assist in Workstation dressing and other asset management racks and locations.
• Hardware Support & Management: Diagnose and resolve hardware issues. Support product lifecycle management activities, tracking and managing inventory, e-recycling of hardware.
• Room & Audio Equipment Support : Support a complex and fast paced environment focused on video conference rooms and ensure audio and visual quality, troubleshooting any issues and requests that may arise. Participate in installing AV equipment and displays.
• Ticket Management: Ensure assigned request tickets for support are prioritized and completed in a timely manner. Handle tasks related to order tracking, hardware deployment, and user setup, which may be tracked through ticketing systems. Use the defined ITSM System to properly manage your work related to defined service activities.
• Issues Escalation : Effectively document and escrow issues which cannot be resolved within the Service Level Agreements (SLAs). Proactively communicate to your supervisor when you encounter errors in documented support procedures. Adhere to incident management, problem management, change management, and knowledge management best practices.
• Collaboration: Participate in cross team/site collaboration used to share service knowledge, isolate potential problems and ensure the consistent delivery of defined service activities. Collaborate within the broader IT customer experience team, as well as extended IT organization to ensure the highest level of customer support and experience.
• Customer Experience: Ensure positive user experience and customer satisfaction through smooth working operations and effective work management. Enable the success of your peers and teammates.
• Complete other duties as assigned.

Required Qualifications/Skills

• High school diploma or general education degree (GED) and 1 to 2 years' related experience and/or training in IT Services; or equivalent combination of education and experience.
• Strong knowledge in policies and procedures related to requested support activities.
• Capable of understanding customer needs and providing a high level of interaction, ensuring customer satisfaction.
• Proactive in mastering all aspects of service delivery processes, communication, and the quality of your work.
• Facilitate and promote a team culture which encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the service program.
• Provide general IT support within a high volume and fast-paced technology environment.
• Possess the ability to assist with a variety of basic technical issues, including but not limited to applications, hardware, mobile technologies.
• Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware Level troubleshooting, Hardware Installation, Upgrades.
• Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.)
• Knowledge of hardware (desktop/laptop) deployment methods using image deployment tools.
• Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients.
• Time Management: Must possess strong time management skills to prioritize tasks effec