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 skilled 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

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