Field Services Technician I (Mumbai)

Key Deliverables by Level Deliverable Level 1 - Associate Field Services Technician I - Respond 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 Astreyas quality and service standards through professional communication and client interaction Essential Duties and Responsibilities (All Levels): End-User Support - 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 a high-quality, customer-focused service experience in a timely manner. Ticket Management - Receive, 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 & Recovery - Assist 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 labeling, tagging, and asset tracking for all deployed equipment. Inventory & Asset Management - Maintain and reconcile inventory of IT equipment and accessories at assigned site. - Use asset tracking systems to manage device records, check-ins/outs, and stock levels. - Participate in regular audits and support logistics for shipping/receiving hardware. AV & Conference Room Support - Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras). - Set up and tear down conference room tech for meetings or events. - Support room readiness, monitor usage, and report or resolve AV issues. Documentation & Process Compliance - Follow documented processes and standard operating procedures (SOPs) for all support tasks. - Maintain clear and concise documentation for resolutions, escalations, and asset updates. - Adhere to Astreya and client-specific protocols, including change and incident management. Customer Service & Communication - Serve as a visible, approachable point of contact for IT-related issues at the site. - Communicate effectively with users to understand issues and set clear service expectations. - Represent Astreyas service commitment with professionalism and courtesy. Level II Additional Responsibilities: Team Collaboration - At Level II, act as the lead or sole technician in office and coordinate with remote teams or vendors. - Provide informal mentorship to junior techs or new team members visiting the site. - Share site-specific insights or recurring issue trends to help improve service delivery. Education and/or Work Experience Requirements: Level I - Required: High School Diploma or GED - Preferred: Enrollment in IT-related coursework or vocational training - Certifications (plus): CompTIA A+ Google IT Support Certificate or similar entry-level credential Level II - Required: High School Diploma or GED - Preferred:Associates degree in Information Technology, Computer Science, or a related field Prior experience working independently or at a single-technician site Certifications - CompTIA A+ and/or Network+ - ITIL Foundation - AVIXA CTS (for AV specialization track) - JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization) Knowledge, Skills & Abilities (KSAs): Technical: - 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 MDM 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 (e.g., ServiceNow, Jira) - Ability to image and deploy devices using .