What are the responsibilities and job description for the Field Technician position at Astreya?
What this Job Entails:
The Field Technician I will provide support to all assigned locations, including data centers and Points of Presence (POPs), and physical site services. The person in this role will coordinate with network teams as well as local vendors for installation, repair and maintenance activities. The Field Technician must have deep knowledge and professional experience deploying (physical layer) rack and stack configurations. This role requires travel.
Scope:
- Follows established procedures on routine work
- Requires detailed instructions
Your Roles and Responsibilities:
Technical Infrastructure & Data Center Operations
- Maintain the highest quality standards across all assigned data center locations and remote points of presence (POP).
- Perform physical installation, repair, maintenance, and testing activities with meticulous attention to telecommunications industry standards.
- Execute basic data center and networking services, including cable management, installation of cable trays, and desk organization.
- Manage Installation, Move, Add, and Change (MAC) requests for CPU farms, network gear, and IT assets.
- Provide onsite troubleshooting and AV support for Google Meet equipment in conference rooms.
End-User Support & Service Delivery
- Provide onsite technical support through desk visits, including troubleshooting, installation, and break/fix services for computers and accessories.
- Manage remote support, queue management, and user interactions via ServiceNow, ensuring timely ticket updates.
- Facilitate and coordinate with Google Deskside Support (DSS) and the Equipment Management Team (EMT) to assist users with hardware and software needs.
- Encourage users to leverage standard IT support processes while proactively creating service requests on their behalf to ensure excellent customer service.
- Provide support to remote locations, which may include occasional travel.
Inventory & Asset Management
- Oversee Waymo IT and network inventory, maintaining a high level of accuracy within the asset inventory database.
- Manage inventory for "stuff stations" and accessory racks to ensure supplies are consistently available.
- Fulfill inventory requests and coordinate all shipping and receiving logistics.
- Assist in coordinating site access, equipment staging, and related logistical tasks.
Project Coordination & Continuous Improvement
- Coordinate with fellow technicians to facilitate timely installation and maintenance activities.
- Analyze current workflows to identify areas for improvement and recommend scalable solutions.
- Execute additional IT projects within the required scope, as well as special projects outside of standard technical scope upon approval.
- Perform other duties as required; this list is not exhaustive and may evolve based on business needs.
Required Qualifications/Skills:
- Associate's degree (A.A) or equivalent from two-year college or technical school and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
- Knowledge of data center and POP infrastructure, including experience or deep understanding of OSP, ISP, interfacility cabling, fiber and copper distribution, AC/DC power systems, environmental controls, and relay rack/cabinet/cage construction.
- Ability to work independently, diagnose problems and take appropriate action with minimal supervision.
- Experience with Google Sheets, workflow and project management applications, and administrative software applications.
- Understanding of how to use a Tier-1 ITSM platform