Field Services Technician I at Astra

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information TechnologyIndustries

Requirements

High school diploma or general education degree (GED) and 1 to 2 years’ related experience and/or training in IT Services; or equivalent combination of education and experience
Strong knowledge in policies and procedures related to requested support activities
Capable of understanding customer needs and providing a high level of interaction, ensuring customer satisfaction
Proactive in mastering all aspects of service delivery processes, communication, and the quality of your work
Facilitate and promote a team culture which encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the service program
Provide general IT support within a high volume and fast-paced technology environment
Possess the ability to assist with a variety of basic technical issues, including but not limited to applications, hardware, mobile technologies
Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware Level troubleshooting, Hardware Installation, Upgrades
Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.)
Knowledge of hardware (desktop/laptop) deployment methods using image deployment tools
Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients
Time Management

Responsibilities

Provide end-to-end onsite and remote user support on service requests raised by clients. Use logic and reasoning to identify alternative solutions, conclusions, or approaches to solving problems and deliver the best possible solutions resulting in a high-quality user experience
Handle inventory and asset management and e-recycling. Utilize Inventory Data management software to maintain inventory accuracy and workflow. Deploy and recover assets and accessories
Diagnose and resolve hardware issues. Support product lifecycle management activities, tracking and managing inventory, e-recycling of hardware
Support a complex and fast paced environment focused on video conference rooms and ensure audio and visual quality, troubleshooting any issues and requests that may arise. Participate in installing AV equipment and displays
Ensure assigned request tickets for support are prioritized and completed in a timely manner. Handle tasks related to order tracking, hardware deployment, and user setup, which may be tracked through ticketing systems. Use the defined ITSM System to properly manage your work related to defined service activities
Effectively document and escalate issues which cannot be resolved within the Service Level Agreements (SLAs). Proactively communicate to your supervisor when you encounter errors in documented support procedures. Adhere to incident management, problem management, change management, and knowledge management best practices
Participate in cross team/site collaboration used to share service knowledge, isolate potential problems and ensure the consistent delivery of defined service activities. Collaborate within the broader IT customer experience team, as well as extended IT organization to ensure the highest level of customer support and experience
Ensure positive user experience and customer satisfaction through smooth working operations and effective work management. Enable the success of your peers and teammates
Complete other duties as assigned

Skills

Key technologies and capabilities for this role

Hardware DiagnosticsAV Equipment SupportInventory ManagementAsset ManagementE-recyclingTicket ManagementITSMVideo ConferencingIncident ManagementProblem ManagementUser SupportOnsite Support

Questions & Answers

Common questions about this position

What qualifications are required for the Field Services Technician I role?

A high school diploma or GED is required, along with 1 to 2 years of related experience or training in IT Services, or an equivalent combination of education and experience. Strong knowledge of policies and procedures related to support activities and the ability to understand customer needs with high-level interaction are also needed.

Is this a remote position or does it require onsite work?

The role involves providing end-to-end onsite and remote user support, indicating a mix of onsite and remote work rather than fully remote.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does the team collaboration look like in this role?

The role requires participation in cross-team and cross-site collaboration to share service knowledge, isolate problems, and ensure consistent service delivery, as well as collaboration within the broader IT customer experience team and extended IT organization.

What makes a strong candidate for this Field Services Technician position?

Strong candidates will have 1-2 years of IT services experience, knowledge of support policies, and the ability to understand customer needs while delivering high-quality solutions through logic, reasoning, and effective collaboration.

Astra

Provides launch services for small satellites

About Astra

Astra provides launch services specifically for small satellites, catering to commercial businesses, government agencies, and research institutions that need reliable access to space. The company operates small, agile rockets designed to transport these satellites into low Earth orbit (LEO). Astra's approach focuses on making space more accessible by reducing the costs and complexities associated with satellite launches, which allows a wider range of customers to utilize their services. Unlike many competitors, Astra emphasizes efficiency and cost-effectiveness in its operations, aiming to meet the growing demand for satellite-based services such as Earth observation and telecommunications. The company's goal is to facilitate more frequent and affordable satellite launches, thereby expanding opportunities for various applications in the space industry.

Alameda, CaliforniaHeadquarters

2016Year Founded

$291.8MTotal Funding

IPOCompany Stage

AerospaceIndustries

201-500Employees