Field Services Technician I at Astra

Cambridge, Massachusetts, United States

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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 the role

Responsibilities

Provide end-to-end onsite and remote user support on service requests raised by clients, using logic and reasoning to identify alternative solutions for high-quality user experiences
Handle inventory and asset management, including e-recycling; utilize inventory data management software to maintain accuracy and workflow; deploy and recover assets and accessories; assist in workstation dressing and asset management racks/locations
Diagnose and resolve hardware issues; support product lifecycle management activities, including tracking, managing inventory, and e-recycling of hardware
Support video conference rooms in a complex, fast-paced environment; ensure audio and visual quality; troubleshoot issues and requests; participate in installing AV equipment and displays
Ensure assigned request tickets are prioritized and completed timely; handle order tracking, hardware deployment, and user setup via ticketing systems; use the defined ITSM system to manage work related to service activities
Effectively document and escalate issues not resolvable within SLAs; proactively communicate errors in support procedures to supervisor; adhere to incident, problem, change, and knowledge management best practices
Participate in cross-team/site collaboration to share service knowledge, isolate problems, and ensure consistent delivery of service activities; collaborate with broader IT customer experience team and extended IT organization
Ensure positive user experience and customer satisfaction through smooth operations and effective work management; enable success of peers and teammates
Manage inventory, assets, and e-recycling using data management software for accuracy and efficiency
Diagnose hardware issues, support AV equipment, and collaborate across teams for smooth operations and customer satisfaction
Complete other duties as assigned

Skills

Key technologies and capabilities for this role

Hardware DiagnosisAV Equipment SupportInventory ManagementAsset ManagementE-RecyclingUser SupportTroubleshootingData Management Software

Questions & Answers

Common questions about this position

What type of work arrangement does this role offer?

This information is not specified in the job description.

What is the salary or compensation for this Field Services Technician position?

This information is not specified in the job description.

What key skills are required for the Field Services Technician role?

Key skills include providing end-to-end onsite and remote user support, managing inventory and assets using data management software, diagnosing hardware issues, supporting AV equipment in video conference rooms, and handling ticket management with ITSM systems.

What is the company culture like for Field Services Technicians at Astra?

The role emphasizes fostering strong relationships with users, understanding their needs, ensuring satisfaction, collaborating across teams, and going above and beyond for clients in a complex, fast-paced environment.

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

A strong candidate will be familiar with industry best practices, skilled in logic and reasoning for problem-solving, proactive in issue escalation and communication, and committed to adhering to SLAs, incident management, and delivering high-quality user experiences.

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

Benefits

Competitive Medical (HMO & PPO)/Dental/Vision plans

Company paid Short Term Disability and Long Term Disability plans

401K with company match

Flexible Spending Account

Commuter benefits

Caregiving support benefits

Company perks, like PetPlan, curated gym/travel/products discounts

Free lunch

Company events

Risks

Going private may limit Astra's access to public capital markets.

Astra faces financial instability due to liquidity crunch and high cost of capital.

Intensifying competition in the small satellite launch market could impact Astra's market share.

Differentiation

Astra offers cost-effective launch services for small satellite payloads.

The company focuses on agile rockets for frequent access to space.

Astra provides online reservations for payload deliveries to various orbits.

Upsides

Growing demand for small satellite constellations aligns with Astra's business model.

U.S. government investment in space technology presents contract opportunities for Astra.

Astra's reusable rocket technology could lead to significant cost reductions.

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