What are the responsibilities and job description for the Desktop Support Technician position at Axiom Technologies?
Roles and Responsibilities:
- Publish Floor Walk report with incident and service request details.
- • Assist users in logging incidents and requests.
- • Publish comms room and meeting room health check reports by updating recent photos of comms room devices and cabling in the
- report.
- • Ability to manage VIPs whenever required.
- • Installs, fully configures and supports a range of operating systems and applications.
- • Answers customers’ questions and resolves problems regarding the supported suite of applications.
- • Assists in resolving various connectivity issues onsite.
- • Coordinates schedules with team members to ensure coverage during business hours and for 24-hour On-call resolution.
- • Must have experience in troubleshooting Video Conferencing units.
- • Expertise in troubleshooting desktop issues.
- • Manage the Comms Room.
- • Telephony and Network port patching
- • Ability to troubleshoot complex desktop issues.
- • Provides hands and feet support for network, servers related faults.
- • Provide support to IT-related issues for medical devices and equipment.
- • Printer support and troubleshooting.
- Provide comprehensive support for laptops, desktops, printers, telephony devices, and AV equipment.
- Prioritize user issues based on criticality.
- Record every interaction with end users in the ticketing system, ensuring accurate classification of Configuration Items (CIs), Categories, and Subcategories.
- Utilize Knowledge Base articles, create new ones as needed, or request their development.
- As a first line of IT contact with users, report any bugs, issues, or common problems to leads or managers to improve user experience.
- Share innovative ideas for opportunities to automate or streamline processes.
- Manage disposal of outdated IT equipment in compliance with regulations.
- Oversee asset stock management and tracking.
- Support Mac devices and ensure IT infrastructure compatibility.
- Deliver IMACD (Install, Move, Add, Change, Dispose) support.
- Coordinate corporate mobile device support.
- Handle installations, configurations, upgrades, and troubleshooting of OS/software.
- Manage information systems security and asset inventory.
- Respond and report urgently to outages or high-impact incidents.
- Collaborate with cross-functional teams to ensure the highest uptime.
- Strictly adhere to defined Service Level Agreements (SLAs).
Qualifications:
- Proven experience in IT field services, preferably in an enterprise-level organization.
- Strong technical skills with hardware and software, including Windows and Mac.
- Excellent problem-solving and customer service skills.
- Relevant IT certifications (e.g., A Hardware certification) or a degree in IT, Computer Science, or a related field.
- Proficiency in English and local languages
Experience in the following technologies is a plus:
- Caregility Platform
- eVideon Platform
- Axis Device Manager
In-depth knowledge of:
- Excellent communication Skills
- Be able to attend escalations for the team.
- Proactive floor walks on every site visit.
- Should be available in traveling between multiple sites in a 30-mile radius of each other
- Experience in the medical field is preferred but not compulsory
- Have a car to travel to spoke sites.
