Field Support Technician at Astra

New Albany, Ohio, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, Technology SupportIndustries

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

Responsibilities

Provide end-to-end onsite and remote user support on service requests raised by clients, using logic and reasoning to identify alternative solutions and deliver high-quality user experiences
Handle inventory and asset management and e-recycling, utilizing 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 and fast-paced environment, ensuring audio and visual quality, troubleshooting issues, and participating in installing AV equipment and displays
Ensure assigned request tickets are prioritized and completed in a timely manner; handle tasks related to order tracking, hardware deployment, and user setup using the defined ITSM system
Effectively document and escalate issues that cannot be resolved 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 the success of peers and teammates
Manage inventory, assets, and e-recycling utilizing data management software for accuracy and workflow efficiency
Diagnose hardware issues, support AV equipment, and collaborate across teams to ensure smooth operations and customer satisfaction
Complete other duties as assigned

Skills

Key technologies and capabilities for this role

Hardware DiagnosticsAV Equipment SupportInventory ManagementAsset ManagementData Management SoftwareUser SupportProblem SolvingE-RecyclingWorkstation SetupProduct Lifecycle Management

Questions & Answers

Common questions about this position

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

The role requires providing end-to-end onsite and remote user support, indicating a mix of onsite fieldwork and remote capabilities.

What technical skills are required for the Field Support Technician role?

Key skills include diagnosing hardware issues, supporting AV equipment for video conference rooms, managing inventory with data management software, and using ITSM systems for ticket management.

What are the main responsibilities of this position?

Responsibilities include onsite and remote user support, inventory and asset management, hardware diagnosis, AV equipment support in conference rooms, ticket management, issue escalation, and cross-team collaboration.

What is the salary or compensation for this role?

This information is not specified in the job description.

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

A strong candidate is familiar with industry best practices, excels in logic and reasoning for problem-solving, focuses on user satisfaction, and is willing to go above and beyond for clients while adhering to SLAs and management best practices.

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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