Field Service Technician I

Astreya; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Astreya is seeking an onsite Field Services Technician to deliver end-user support, hardware deployment, and AV/VC system maintenance at client locations in Singapore. You will manage tickets, image devices, and maintain asset records, while upholding service standards.

The role requires strong communication, problem-solving, and the ability to work independently at single-site assignments. Onsite presence is mandatory with potential local travel as needed.

Qualifications

• End-user support experience required, desktop/laptop peripherals, mobile devices.
• Troubleshoot hardware/software issues and deliver quality service on time.
• Familiar with ITSM ticketing, ticket lifecycle, and SLA adherence.
• Able to image/deploy devices and manage asset lifecycle.
• Knowledge of AV/VC systems and conference room tech.
• Follow SOPs and document resolutions and changes clearly.
• Strong communication and professional client interaction.

Responsibilities

• Provide onsite and remote end-user support for desktops, laptops, peripherals, and mobile devices.
• Manage tickets in ITSM tools, prioritize urgency, escalate as needed.
• Assist with workstation imaging, device deployment, recovery, and e-waste processes.
• Maintain inventory and asset records, participate in audits, support shipping/receiving.
• Set up and troubleshoot AV/conference room equipment for meetings and events.
• Follow SOPs and document resolutions, escalations, and asset updates.
• Represent Astreya with professionalism and clear communication.

Skills

Customer service

On-site support

Troubleshooting

Windows/macOS

Communication

Ticketing

ITSM familiarity

Education

High School Diploma

Associate’s degree in IT

CompTIA A+

Google IT Support Certificate

ITIL Foundation

AVIXA CTS

JAMF / ACSP / MDM tools

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 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

We’re so glad you’re here.

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)

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 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)

Astreya Mission and Culture

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!