Field Service Technician II
About this role
Key Deliverables by Level
Deliverable
Level 1 - Associate
Field Services Technician IRespond 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
Essential Duties and Responsibilities (All Levels):
End-User SupportProvide 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 ManagementReceive, 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 & RecoveryAssist 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 la