Astreya

Astreya

Field Service Technician II

Durham, NC · Mid · Contract

Sponsorship not specified$19k-$30kDetected 17 hours ago
iOSAndroidLinuxProduct ManagementLeadershipCommunicationCollaborationTime Management

About the role

  • The Field Service Technician plays a pivotal role in enabling a seamless user experience.
  • encompass a wide range of tasks, from meticulously tracking orders to efficiently managing hardware and accessory deployment.
  • Beyond their technical duties, Field Service Technicians focus on fostering strong relationships with users, understanding their needs, and ensuring their satisfaction.

Responsibilities

  • 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.
  • They will support Astreya's ever-expanding customer base and ensure a consistently high-quality user support experience.
  • 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.
  • 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.
  • Collaborate within the broader IT customer experience team and extended IT organization to ensure the highest level of customer support.

Requirements

  • 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.

Nice to have

  • 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.

Skills

  • 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.
  • 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.
  • Ability to manage multiple priorities and meet deadlines.

Compensation

  • $19.22 - $30.35 USD (Hourly)
  • 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.

Benefits

  • Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
  • Dental provided through UHC
  • Nationwide Vision provided by UHC
  • Flexible Spending Account for Health & Dependent Care
  • Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
  • Corporate Wellness Program provided by Goomi Group
  • Basic and Supplemental Life Insurance
  • Short Term & Long Term Disability
  • Tuition Reimbursement (available 6 months after start date, capped)
  • Paid Time Off (accrued and prorated, maximum of 120 hours annually)
  • Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
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This listing is sourced directly from Astreya's careers page and normalized into a canonical job model.