Field Services Technician II at Astra

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, IT ServicesIndustries

Requirements

Familiar with industry best practices
Willing to go above and beyond for clients
Ability to provide end-to-end onsite and remote user support
Skilled in diagnosing hardware issues and supporting AV equipment
Capable of working at single-person sites as the sole L1 Field Services Technician II
Proficient in utilizing logic and reasoning to identify alternative solutions
Experience with ITSM systems for ticket and work management
Knowledge of incident management, problem management, change management, and knowledge management best practices
Ability to monitor KPIs including SLAs and quality metrics
Team leadership skills, including assigning tasks, setting goals, monitoring performance, providing feedback, coaching, and mentoring

Responsibilities

Provide end-to-end onsite and remote user support for service requests, acting as primary point of contact for clients
Deploy and recover assets and accessories; assist in workstation dressing
Diagnose and resolve hardware issues; support product lifecycle management
Support video conference rooms, ensuring audio/visual quality, troubleshooting, and installing AV equipment and displays
Manage and prioritize support request tickets, including order tracking, hardware deployment, and user setup via ITSM systems
Document and escalate issues outside SLAs; communicate errors in procedures to supervisor
Oversee service delivery across client sites/buildings/SCAs; monitor KPIs like SLAs and quality metrics
Assign tasks, set goals, monitor performance, provide feedback, and coach/mentor team members
Collaborate across teams/sites and within IT organization to share knowledge and ensure consistent service delivery
Ensure positive user experience and customer satisfaction

Skills

Key technologies and capabilities for this role

Hardware DiagnosticsAV Equipment SupportInventory ManagementAsset DeploymentAsset RecoveryOnsite SupportRemote SupportTroubleshootingSLA MonitoringKPI TrackingUser SupportConference Room Maintenance

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

Is remote work available for this role?

The role involves both onsite and remote user support, with responsibilities overseeing service delivery across client sites, buildings, or specific customer areas.

What key skills are needed for the Field Services Technician II role?

Key skills include diagnosing hardware issues, supporting AV equipment in video conference rooms, utilizing logic and reasoning for problem-solving, ticket management via ITSM systems, and effective issues escalation.

What is the work environment like at Astra?

The environment is complex and fast-paced, focused on video conference rooms, front-line user support, and fostering strong client relationships while ensuring high-quality user experiences.

What makes a strong candidate for this position?

A strong candidate is familiar with industry best practices, willing to go above and beyond for clients, excels in single-person site operations as needed, and demonstrates proactive communication and adherence to SLAs.

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