Field Support Technician II at Astra

Reston, Virginia, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Information TechnologyIndustries

Requirements

Familiar with industry best practices in IT support, hardware, AV equipment, and service management
Skilled in logic and reasoning to identify alternative solutions and deliver high-quality user experiences
Ability to work independently at single-person sites as the sole resource (designated L1 Field Services Technician-II)
Proficient in using ITSM systems for ticket management, order tracking, hardware deployment, and user setup
Knowledge of incident management, problem management, change management, and knowledge management best practices
Capable of overseeing service delivery, monitoring KPIs like SLAs, and quality metrics across client sites/buildings/SCAs
Experience supporting complex video conference rooms, AV equipment, displays, audio/visual quality, and troubleshooting

Responsibilities

Provide end-to-end onsite and remote user support for service requests, acting as primary point of contact for timely issue resolution
Deploy and recover assets/accessories, assist in workstation dressing, and manage product lifecycle activities
Diagnose and resolve hardware issues
Support room and audio equipment, including installing AV equipment/displays and troubleshooting in video conference rooms
Manage support request tickets: prioritize, complete timely, track orders/hardware deployment/user setups via ITSM systems
Document and escalate unresolved issues per SLAs; proactively communicate errors in procedures to supervisor
Oversee service delivery across designated client sites/buildings/SCAs, monitor KPIs/SLAs/quality metrics
Assign tasks, set goals, monitor performance, provide feedback, coach/mentor team members, and offer technical guidance
Collaborate cross-team/site to share knowledge, isolate problems, and ensure consistent service delivery
Foster positive customer experience and strong user relationships by understanding needs and ensuring satisfaction

Skills

Key technologies and capabilities for this role

Hardware TroubleshootingAV Equipment SupportAsset DeploymentAsset RecoveryInventory ManagementOnsite SupportRemote SupportSLA MonitoringKPI TrackingUser Support

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment position.

Does this role involve remote work or onsite support?

The role requires providing end-to-end onsite and remote user support, including overseeing service delivery across client sites, buildings, or specific customer areas.

What key skills are needed for the Field Support 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 through ITSM systems, and effective issues escalation.

What is the team structure for this position?

At single-person sites, the Field Services Technician is the sole resource and automatically designated as an L1 Field Services Technician-II, while other sites may involve collaboration across teams.

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

A strong candidate is familiar with industry best practices, willing to go above and beyond for clients, excels in user support with logic and reasoning, and ensures high-quality experiences while monitoring KPIs like 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