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 Astreya s 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 Astreya s service commitment with professionalism and courtesy Level II Additional Responsibilities Team Collaboration At Level II act as the lead or sole technician on-site and coordinate with remote teams or vendors Provide informal mentorship to junior techs or recent 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 Associate s 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 tools like 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 SOPs and technical documentation Soft Skills 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-motivated with the ability to take initiative and follow through Ability to work independently especially at single-technician sites L2 Willingness to mentor peers or junior team members at Level II Each level 1 - 2 represents a progression in complexity autonomy and responsibility The higher the level the more critical thinking leadership and expertise are required Competency Level I Level 2 Hardware Support Troubleshooting Follow basic procedures Independently diagnoses and resolves issues OS Platform Knowledge Supports Windows macOS basics Supports and configures multiple OS platforms Mobile Endpoint Management Basic support for mobile devices MDM exposure configures and supports endpoints AV VC Systems Performs room checks reports issues Troubleshoots AV problems and supports meetings Networking Fundamentals Understands connectivity basics Diagnoses common network-related issues Imaging Deployment Assists with imaging Performs full device imaging and deployments Inventory Asset Management Tags and tracks equipment Manages and reconciles inventory independently ITSM Ticket Management Updates and closes tickets Owns queue manages SLAs escalates as needed Physical Requirements Lifting Carrying Must be able to regularly lift and carry up to 50 lbs 22 kg Includes monitors CPUs AV equipment and other IT hardware Mobility Posture Frequent standing walking bending kneeling crouching and reaching May require working in tight or awkward spaces e g under desks behind racks Manual Dexterity Ability to use hands and fingers to handle install or adjust small components and cables Use of standard IT tools e g screwdrivers cable testers label printers Vision Focus Close vision required for reading device labels part numbers and screen details Must be able to focus on a computer screen for extended periods Work Environment Work performed primarily in office data center and or AV-equipped conference rooms Exposure to electric components server noise and climate-controlled spaces Onsite Requirements This is a 100 onsite role presence during working hours is mandatory Occasional local travel may be required for multi-building campuses or nearby sites

📌 Field Services Technician I (Bengaluru)
🏢 Astreya
📍 Bengaluru