Scope:
● Provide end-to-end onsite and remote user support, ensuring high-quality solutions and user
experiences.
● 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.
Primary Responsibilities:
● User Support: Provide end-to-end onsite and remote user support on service requests raised
by clients. Use logic and reasoning to identify alternative solutions, conclusions, or
approaches to solving problems and deliver the best possible solutions resulting in a high
quality user experience.
● Inventory & Asset Management: Handle inventory and asset management and e-recycling.
Utilize Inventory Data management software to maintain inventory accuracy and workflow.
Deploy and recover assets and accessories.
● Hardware Support & Management: Diagnose and resolve hardware issues. Support product
lifecycle management activities, tracking and managing inventory, e-recycling of hardware.
● Room & Audio Equipment Support: Support a complex and fast paced environment focused
on video conference rooms and ensure audio and visual quality, troubleshooting any issues
and requests that may arise. Participate in installing AV equipment and displays.
● Ticket Management: Ensure assigned request tickets for support are prioritized and
completed in a timely manner. Handle tasks related to order tracking, hardware deployment,
and user setup, which may be tracked through ticketing systems. Use the defined ITSM
System to properly manage your work related to defined service activities.
● Issues Escalation: Effectively document and escalate issues which cannot be resolved within
the Service Level Agreements (SLAs). Proactively communicate to your supervisor when you
encounter errors in documented support procedures. Adhere to incident management,
problem management, change management, and knowledge management best practices.
● Collaboration: Participate in cross team/site collaboration used to share service knowledge,
isolate potential problems and ensure the consistent delivery of defined service
activities.Collaborate within the broader IT customer experience team, as well as extended IT
organization to ensure the highest level of customer support and experience.
● Customer Experience: Ensure positive user experience and customer satisfaction through
smooth working operations and effective work management. Enable the success of your
peers and teammates.
● Complete other duties as assigned.
Required Qualifications/Skills:
● 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, communication, and the
quality of your work.
● Facilitate and promote a team culture which encourages ownership of team goals, trust,
respect, and strong cross collaboration throughout the service program.
● Provide general IT support within a high volume and fast-paced technology environment.
● Possess the ability to assist with a variety of basic technical issues, including but not limited
to applications, hardware, mobile technologies.
● Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals,
Hardware Level troubleshooting, Hardware Installation, Upgrades.
● Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.)
● Knowledge of hardware (desktop/laptop) deployment methods using image deployment
tools.
● Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set
service expectations with clients.
● Time Management: Must possess strong time management skills to prioritize tasks
effectively, meet deadlines, and deliver exceptional customer support
Preferred Qualifications:
● Active listening and detail oriented to perform and document your work
● Enjoy working with collaborative individuals and understand that you are in a customer-facing
support role.
● Strive to deliver a high quality user support experience.
● Excellent written and verbal communications are second to none.
● Self-motivated and the ability to execute tasks and handle time sensitive situations
● Commitment to excellence
Other Requirements:
● This role requires weights of 50lbs/22kg to be regularly lifted
● Strong Communication Skills, Written and Verbal English required.
● This is an office based role, it requires the successful candidate to be on site during working
hours.
Health & Safety Requirements:
● Must conduct work activities in accordance with all applicable Environmental, Health & Safety
regulations and rules. Additionally, will follow all Astreya’s Health & Safety Program, Code of
Conduct, and client Health & Safety rules at all times.
