Field Services Technician 2

Field Services Technician- II Job Description (Lead)

Overview:

The Field Service Technician plays a pivotal 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. 

• Oversee service delivery across a set of client sites, buildings, or specific customer areas (SCAs), monitoring key performance indicators (KPIs) like Service Level Agreements (SLAs) and quality metrics. 

• Diagnose hardware issues, support AV equipment, and collaborate across teams to ensure smooth operations and customer satisfaction.

• At single-person sites, where there is not a team of technicians and the Field Services Technician is the sole resource, the technician is automatically designated as an L1 Field Services Technician- II.

Primary Responsibilities:

• User Support: Provide end-to-end onsite and remote user support for service requests. Utilize logic and reasoning to identify alternative solutions, conclusions, or approaches to problems, delivering the best possible solutions for a high-quality user experience. Act as a primary point of contact for clients, ensuring timely and accurate resolution of their issues.

• Inventory: Deploy and recover assets and accessories. Assist in workstation dressing.

• Hardware Support & Management: Diagnose and resolve hardware issues. Support product lifecycle management activities.

• Room & Audio Equipment Support: Support a complex and fast-paced environment focused on video conference rooms, ensuring audio and visual quality and troubleshooting any issues or requests. Participate in installing AV equipment and displays.

• Ticket Management: Ensure assigned support request tickets are prioritized and completed in a timely manner. Handle tasks related to order tracking, hardware deployment, and user setup, typically tracked through ticketing systems. Utilize the defined ITSM System to properly manage work related to service activities.

• Issues Escalation: Effectively document and escalate issues that cannot be resolved within the Service Level Agreements (SLAs). Proactively communicate with your supervisor when encountering errors in documented support procedures. Adhere to incident management, problem management, change management, and knowledge management best practices.

• Service Delivery Oversight & Performance Monitoring: Oversee service delivery across designated client sites/buildings/SCAs. Monitor key performance indicators (KPIs) including SLAs for services under local service management (LSM) and quality measurement metrics.

• Team Leadership & Development: Assign tasks and set goals for team members. Monitor technician performance and provide constructive feedback. Provide technical expertise and guidance to team members. Coach and mentor team members to improve their skills and overall performance. 

• Collaboration: Participate in cross-team/site collaboration to share service knowledge, isolate potential problems, and ensure the consistent delivery of defined service activities. Collaborate within the broader IT customer experience team and extended IT organization to ensure the highest level of customer support.

• Customer Experience: Ensure a positive user experience and customer satisfaction through smooth operations and effective work management. Enable the success of your peers and teammates.

• Other duties as assigned.

Required Qualifications/Skills:

• High school diploma or general education degree (GED) and 1 to 2 years of related experience and/or training in IT Services; or an equivalent combination of education and experience.

• Strong knowledge of 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 that 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, and mobile technologies.

• Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware Level troubleshooting, Hardware Installation, and 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 effectively, meet deadlines, and deliver exceptional customer support.

• Ability to manage multiple priorities and meet deadlines.

Preferred Qualifications:

• Active listening and detail-oriented to perform and document your work effectively.

• Enjoy working with collaborative individuals and understand you are in a customer-facing support role.

• Strive to deliver a high-quality user support experience.

• Excellent written and verbal communication skills are second to none.

• Self-motivated and the ability to execute tasks and handle time-sensitive situations.

• Commitment to excellence.

Other Requirements:

• This role requires weights of 50lbs/22kg to be regularly lifted.

• Strong communication skills, written and verbal English required.

• This is an office-based role; it requires the successful candidate to be on site during working hours.

Health & Safety Requirements:

Must conduct work activities in accordance with all applicable Environmental, Health & Safety regulations and rules. Additionally, will follow all Astreya's Health & Safety Program, Code of Conduct, and client Health & Safety rules at all times.

Salary Range

• 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.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through Cigna (DPPO & DHMO options)

• Nationwide Vision provided through VSP

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program

• Employee Assistance Program

• Wellness Days

• 401k Plan

• Basic Life, Accidental Life, Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other fringe benefits required under state and federal law