Field Services Technician II

Astreya; Hyderabad; Vor Ort; INR 450.000 - 650.000; Vollzeit

Zusammenfassung

Astreya is seeking a Field Services Technician I/II to support onsite IT services at client sites in Hyderabad, India. You will perform imaging, deployments, AV setup, and routine troubleshooting while ensuring ticketing and inventory accuracy.

Level I focuses on supervised end-user support and basic device setup; Level II expands to onsite leadership, mentorship, and full lifecycle imaging, deployment, and asset management, with strong customer service expectations.

Qualifikationen

• Provide onsite and remote technical support for end users and devices.
• Troubleshoot common hardware and software issues and document resolutions.
• Maintain accurate ticket documentation in ITSM tools and follow SOPs.

Aufgaben

• 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 inventory accuracy and asset tracking at site.
• Escalate unresolved issues per defined protocols.
• Adhere to safety and client-specific guidelines.

Kenntnisse

End-user support

Troubleshooting

Onsite support

Customer service

Ticket management

Ausbildung

High School Diploma or GED

Associate’s degree in IT or related field

Tools

ServiceNow

JAMF

SCCM

Jira

MDM

MDT

Jobbeschreibung

• 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)