Company Description:
Astreya is the leading IT engineering solutions provider for some of the world's most recognizable and innovative organizations. Our journey started in 2001 in the heart of Silicon Valley and reached 40 countries with over 2200+ IT professionals.
Our solutions and services are around IT End User Support, Asset Management, Network Operations Support, Contract Management, Video Conferencing, Reporting and Analytics, Service Bars, digital transformation services, Cloud management, Service Desk, Hyper automation, AI ML and Digital Engineering
We are in the market providing IT-managed services such as implementation services, rack stack, staff augmentation, inventory management, deployment services, IT support service desk, cloud infrastructure services, automation, and reverse logistics services. We build large data centers, manage 5 mil+ + assets for each customer, and provide many infrastructure engineering solutions.
· Successful integration of RMA end-to-end systems to allow for global visibility/tracking/resolution.
· Designed a new service for Active Monitoring allowing clients to hand off POC responsibilities for site access security.
· Developed and managed process to onboard external vendors to the client’s Citrix environment
· Our price is extremely competitive, and we are flexible to commit. We would like to help your customers and you to become successful, especially where you do not want to focus.
· Looking forward to collaborating and working together on any projects/deals.
IT Support Specialist - IT/AV Hybrid
Position Summary
The Regional IT Support Technician is a foundational part of the IT Services team and affiliate employees at regional offices. This position is responsible for providing high quality customer service and technical support to all foundation end users up to the executive level. This position will provide Tier 1 and Tier 2 assistance concerning the use of computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology.
Core responsibilities of the position
- This Tier 2 role is responsible for support of clients, via telephone, email, chat, and any other supported technologies.
- Provide exceptional support for all aspects of technology provided by the IT department.
- Use IT Service Management tools to track and record customer contacts.
- A strong background in troubleshooting and providing customer service up to the executive level is required, as well as excellent communication skills.
- This individual will be able to effectively multitask and manage priorities in a fast-paced setting.
Secondary Functions
- Install and configure AV equipment
- Ensure conference/meeting room AV systems are maintained and in good operating condition
- Perform regular testing/maintenance/upgrades of all internal AV systems via regular room sweeps
- Assist users in the set up and operation of AV systems
- Support live events and meetings onsite and in hybrid formats
- Other duties as assigned
Highlight the day-to-day activities of the position
- Use of ticketing(s) system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
- Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology.
- Conduct troubleshooting using documented procedures and available tools.
- Act as customer advocate/liaison to other support staff.
- Initiate escalations as appropriate to ensure management has awareness of problems that are severe in nature or that exceed documented targets.
- Provide status to customers of assigned tickets.
- Install and configure Computer and Mobile hardware and software in accordance with published policies/procedures.
- Deployment and recovery of computer and peripheral equipment.
- Provide timely updates and status information to manager and end users.
- Installs, configures, and supports hardware, software and peripherals to end user workstations.
- Performs IT-related Move/Add/Change duties for all employees.
- Perform IT-related setup, support, and breakdown for large meetings, including audio-visual equipment.
- Keep abreast of emerging technologies and provide proactive options on how to effectively solve for common issues.
- Track IT hardware assets and their respective configurations for potential reuse or retirement.
- Create and document routine IT processes and procedures.
- Balance the demands of daily and routine assignments with long-term projects.
- Develop strong relationships with internal customers, vendor, affiliates, and peers.
Required Education and Experience
- High school diploma
- Service Desk, Call Center, IT Help Desk Experience Required. (Minimum 2 - 4 year)
- Candidates must have clear and effective verbal & written communication skills.
- Excellent Customer Service Experience Required.
- Excellent follow through and attention to detail.
- Experience with Telephone and Ticketing Systems.
- Expertise with Office 365 suite and toolsets.
- History of working on an enterprise IT Service Desk team.
- Expertise with Windows and Mac computing resources.
- Experience with IT Knowledge Base and ticketing system.
- Experience applying ITSM best practices to Incident and Service Requests management.
- Knowledge of Azure Active Directory.
- Working knowledge in the use and support of audio-visual equipment.
- Experience supporting various unified communications platforms (Zoom & Teams)
Preferred Education and Experience
- Bachelor's degree in IT or related field.
- Proven track record of teamwork, good communication, and the ability to multi-tasking/prioritizing.
Work Environment
- Standard Office Environment
Physical Demands
- Occasional lifting to 30 pounds (reference: a ream of paper weighs approx. 5lbs)
- Fine motor movements in fingers/hands to operate computers and other office equipment.
- Push/pull up to 50lbs
- Stooping, bending, crouching
- Reaching, or climbing ladders
Position Type/Expected Hours of Work
- This is a critical position and is expected to report for work regardless of weather conditions.
- Occasional evening and weekend hours required.
