Field Services Technician I

Astreya Inc.; Greater London; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A technology services company is looking for a Field Services Technician I to provide onsite technical support in Greater London. You'll handle IT service tickets, assist with workstation setups, and troubleshoot hardware issues. The role requires knowledge of Windows, basic Linux, and solid customer service skills. An associate’s degree in IT is preferred. This is a fully onsite position, ensuring a strong presence to assist end users effectively.

Qualifications

• Experience with troubleshooting and deploying desktops and laptops.
• Basic knowledge of AV/VC systems like Zoom and Webex.
• Familiarity with MDM concepts for mobile device management.

Responsibilities

• Respond to IT service tickets following documented procedures.
• Perform workstation setups and basic AV checks.
• Provide customer-focused support for end users.

Skills

Knowledge of Windows 10/11

Basic Linux environments

Troubleshooting hardware issues

Customer service orientation

Strong verbal communication skills

Ability to work independently

Education

Associate's degree in Information Technology

Tools

ServiceNow

Jira

Job description

****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*** ### **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.*** ### **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.******Preferred:**Associate’s degree in Information Technology, Computer Science, or a related field Prior experience working independently or at a single-technician site*** **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*** **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)******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****Ability to **use hands and fingers** to handle, install, or adjust small components and cables******Onsite Requirements**:****This is a **100% onsite role**; presence during working hours is mandatory**