Infrastructure Field Technician IV at Astra

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Information TechnologyIndustries

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience)
Minimum of 8+ years of experience in a desktop support or IT support role, with at least 2-3 years in a senior or lead capacity
Deep expertise in a wide range of operating systems, including Windows (10/11), macOS, iOS, Android, Chrome OS and familiarity with Linux
Proven experience in problem management and root cause analysis
Strong analytical skills with the ability to create meaningful reports and dashboards using tools like Power BI, Spreadsheet, PPT or similar
Extensive knowledge of hardware components, drivers, and peripherals
Strong understanding of networking concepts (TCP/IP, DNS, DHCP) and network troubleshooting
Proven experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Desk)
Exceptional communication, interpersonal, and customer service skills
Ability to work independently, manage multiple priorities, and provide mentorship in a global team environment

Responsibilities

Serve as the final point of escalation for all complex hardware, software, and networking issues that cannot be resolved by the Level 1 or Level 2 support teams
Provide expert guidance and technical support to L1 and L2 technicians globally, assisting them with complex cases and knowledge transfer
Diagnose and resolve intricate problems related to operating systems (Windows, macOS, Linux, iOS, Chrome OS and Android), desktop applications, peripheral devices, and remote access
Lead the problem management process, conducting in-depth root cause analysis to identify the underlying causes of recurring incidents
Develop and implement long-term solutions based on problem management analysis to prevent future issues and improve overall system stability
Collaborate with various IT teams (e.g., Network, Systems, inventory, Audio/Video) to understand core technologies and formulate effective solutions
Create and maintain reports and dashboards of ticket trends, performance metrics, and key performance indicators (KPIs) to provide insights into support operations
Manage the deskside support queue, ensuring ticket hygiene, proper categorization, and accurate documentation
Monitor the support queue to ensure all tickets adhere to established Service Level Agreements (SLAs)
Lead the development and implementation of new technical standards, policies, and best practices for end-user computing
Perform regular quality checks to ensure that all support activities and ticket resolutions align with approved processes and client-specific requirements
Evaluate and optimize existing desktop support processes and workflows to enhance efficiency and end-user satisfaction
Communicate effectively and efficiently with cross-functional teams to understand their core technologies and facilitate problem resolution
Communicate complex technical concepts to non-technical end-users and senior management in a clear and concise manner
Contribute to IT projects by providing expert input on desktop-related requirements, deployment strategies, and post-implementation support

Skills

Key technologies and capabilities for this role

WindowsmacOSLinuxiOSChrome OSAndroidNetworkingHardware TroubleshootingSoftware SupportRemote AccessRoot Cause AnalysisProblem ManagementTicketingSLA ManagementReportingDashboardsKPIs

Questions & Answers

Common questions about this position

What education or experience is required for this role?

A Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience) and a minimum of 8+ years of experience are required.

What technical skills are needed for the Infrastructure Field Technician IV position?

Expertise in diagnosing and resolving issues with operating systems including Windows, macOS, Linux, iOS, Chrome OS, and Android, along with desktop applications, peripheral devices, networking, and remote access is required.

Is this a remote position or does it require on-site work?

This information is not specified in the job description.

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 Desktop Support SME role?

Candidates with 8+ years of experience, a relevant degree or equivalent, expertise in multiple operating systems, and skills in problem management, mentoring, process improvement, and stakeholder communication stand out.

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