IT Helpdesk / IT Technician / IT Support

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 efficientlymanaging hardware and accessory deployment. Field Service Technicians are the backbone offront-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, andensuring 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.

and workflow efficiency.

smooth operations and customer satisfaction.

Primary Responsibilities :

by clients. Use logic and reasoning to identify alternative solutions, conclusions, or

approaches to solving problems and deliver the best possible solutions resulting in a high

quality user experience.

Utilize Inventory Data management software to maintain inventory accuracy and workflow.

Deploy and recover assets and accessories.

lifecycle management activities, tracking and managing inventory, e-recycling of hardware.

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.

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.

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.

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.

smooth working operations and effective work management. Enable the success of your

peers and teammates.

Required Qualifications / Skills :

and / or training in IT Services; or equivalent combination of education and experience.

customer satisfaction.

quality of your work.

respect, and strong cross collaboration throughout the service program.

to applications, hardware, mobile technologies.

Hardware Level troubleshooting, Hardware Installation, Upgrades.

tools.

service expectations with clients.

effectively, meet deadlines, and deliver exceptional customer support

Preferred Qualifications :

support role.

Other Requirements :

hours.

Health & Safety Requirements :

regulations and rules. Additionally, will follow all Astreya’s Health & Safety Program, Code of

Conduct, and client Health & Safety rules at all times.