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Astreya

AI-powered managed IT services provider

Field Services Technician 1

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeNew Taipei City, TaiwanNo salary listed

About the Job

Requirements

  • Level I requires a high school diploma or GED.
  • Level II requires a high school diploma or GED.
  • Level II requires prior experience working independently or at a single-technician site.
  • 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 mobile device management 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 such as ServiceNow or Jira.
  • Ability to image and deploy devices using tools such as 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 and technical documentation.
  • 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-motivation and ability to take initiative and follow through.
  • Ability to work independently, especially at single-technician sites (Level II).
  • Willingness to mentor peers or junior team members (Level II).
  • Ability to regularly lift and carry up to 50 lbs (22 kg).
  • Frequent standing, walking, bending, kneeling, crouching, and reaching, and ability to work in tight or awkward spaces.
  • Manual dexterity to handle, install, or adjust small components and cables, and use standard IT tools such as screwdrivers, cable testers, and label printers.
  • Close vision to read device labels, part numbers, and screen details, and ability to focus on a computer screen for extended periods.
  • Enrollment in IT-related coursework or vocational training is preferred for Level I.
  • An associate’s degree in Information Technology, Computer Science, or a related field is preferred for Level II.
  • CompTIA A+, Network+, ITIL Foundation, AVIXA CTS, JAMF, Apple Certified Support Professional, or mobile device management certifications are noted as additional credentials.

Responsibilities

  • Respond to IT service tickets using documented procedures and supervision (Level I).
  • Assist with workstation setups and peripheral connections (Level I).
  • Perform basic audiovisual checks and room-readiness tasks (Level I).
  • Support imaging and deployments under direction (Level I).
  • Maintain accurate ticket documentation in ITSM tools such as ServiceNow (Level I).
  • Handle, tag, and track inventory properly (Level I).
  • Escalate unresolved issues appropriately (Level I).
  • Adhere to safety protocols and client-specific guidelines (Level I).
  • Independently manage onsite IT support at single-person or lead-assigned locations (Level II).
  • Serve as the primary contact for end-user technical needs (Level II).
  • Own audiovisual and conference-room setup, maintenance, and issue resolution (Level II).
  • Execute full lifecycle support, including imaging, deployment, recovery, and electronic-waste processes (Level II).
  • Oversee inventory reconciliation and tool usage (Level II).
  • Prioritize and resolve tickets aligned to service-level agreement targets (Level II).
  • Identify recurring issues and suggest process improvements (Level II).
  • Provide informal mentorship and support to visiting or junior technicians (Level II).
  • 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 timely, customer-focused technical support.
  • Receive, document, and close support requests in ITSM tools such as ServiceNow.
  • Prioritize tickets based on urgency and impact, and escalate complex or unresolved issues following defined protocols.
  • Assist with or independently perform workstation deployments, device imaging, and equipment setup.
  • Support device recovery, re-imaging, and electronic-waste processes according to lifecycle guidelines.
  • Label, tag, and track deployed equipment accurately.
  • Maintain and reconcile IT equipment and accessory inventory at the assigned site.
  • Use asset tracking systems to manage device records, check-ins/outs, and stock levels.
  • Participate in regular audits and support hardware shipping and receiving logistics.
  • Perform regular checks and basic troubleshooting of audiovisual equipment, including displays, microphones, and cameras.
  • Set up and tear down conference-room technology for meetings or events.
  • Support room readiness, monitor usage, and report or resolve audiovisual issues.
  • Follow documented processes and standard operating procedures for support tasks.
  • Document resolutions, escalations, and asset updates clearly and concisely.
  • Adhere to company and client-specific protocols, including change and incident management.
  • Serve as an approachable point of contact for site IT issues.
  • Communicate with users to understand issues and set clear service expectations.
  • Represent the service provider professionally in client interactions.
  • At Level II, act as the lead or sole technician onsite and coordinate with remote teams or vendors.
  • At Level II, share site-specific insights and recurring issue trends to improve service delivery.
  • Work primarily in office, data center, and/or audiovisual-equipped conference-room environments.
  • Work onsite during working hours; occasional local travel may be required for multi-building campuses or nearby sites.

Desired Qualifications

  • Prior experience working independently or at a single-technician site is preferred for Level II.

About the Company

Astreya

AI-powered managed IT services provider

Astreya provides IT managed services for large enterprises, designing, deploying, and running their technology environments. Its offerings cover cloud, infrastructure, security, digital workplace services, and AI-powered support, including an AI-driven service desk and an AI Ops platform. It differentiates itself by tightly integrating with a client’s existing stack and partnering with platforms like Google Cloud, Databricks, and ServiceNow to deliver end-to-end managed IT with in-house AI capabilities. Its goal is to help enterprises run IT more efficiently and securely while expanding impact through partnerships and acquisitions, including supporting Cognizant's AI-first managed services strategy.

Company size
1,001-5,000
Company stage
Acquired
Total funding
Not listed
Headquarters
San Jose, CA
Founded
2001

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