What are the responsibilities and job description for the Desktop Support Engineer position at Axiom Technologies?
About the company:
Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com
We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation's desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Roles and Responsibilities:
- Provide first/second level contact and problem resolution for customer issues.
- Answer client questions in a professional manner
- Accept and deliver all service calls assigned within the established service level agreement for each client
- Meet established customer service satisfaction criteria as outlined in established guidelines and policies
- Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop applications.
- Complete real-time reporting of all calls as documented in established policies and guidelines
- Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client
- Ensure control of assets and inventory through the prompt turnaround of parts and equipment as required by client service agreements
- Provide timely communication on issue status and resolution.
- Understand all Safety policies and guidelines and work within the guidelines of policies on a daily basis
- Maintain ticket updates for all reported incidents.
- Break Fix, fault diagnosis and resolution
- Additional requirements may exist if the offer of employment is extended
- Proven analytical, troubleshooting, and problem-solving skills.
IT Skills and Experience
- Windows 7 & 10, MS Office 2010/2013/2016/365
- Ability to communicate regarding technical issues with clients
- Ability to drive to client locations
- Performs general preventative maintenance tasks on computers, laptops, printers
- Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
- Ability to lift and or move various computer equipment up to 50 lbs.
- Must be able to pass annual criminal and motor vehicle background
- Ability to pass agility test at hire or at time of internal transfer and every 3 years thereafter
- Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
In-depth knowledge of:
- Hands-on experience in Networking
- Knowledge about Data Centre
- Windows OS (e.g. XP, Vista, Windows 7, 10)
- Microsoft Office applications
- Active Directory
- Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
- Install, upgrade, support, and troubleshoot for printers, and computer hardware.
- Mobile device management including IOS and Android devices
- Mac operating system, to support Apple PC users.
- Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
- Willing to work off-hours and weekends when required for projects or emergency support.
IT Qualifications
- At least two of the following:
- Bachelor of Engineering - Computer Science, Bachelor of Technology - Computer Science, Master of Computer Application
- CompTIA A , Microsoft Certified Professional (MCP) or better.
What next?
- If you are looking for that next challenge in your career and wish to apply for this Job opportunity share your updated CV at kirti.dwivedi@axiomtechnologies.com
