IT Incident Technician- Boston-Massachusetts

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.

Overview
“Incident Technician” is a tier 2 support role that receives escalations from the global
service desk. An Incident Technician primarily troubleshoots and diagnoses software
issues for internally developed, 3rd party, and market data applications, including
firmware or OS drivers that enable desktop hardware functionality. They will also
perform troubleshooting on desktop hardware and mobile devices. Additionally, Incident
Technicians are a vital part of the Incident management workflow and proactively
identify and communicate trends and significant problems cross-functionally. Incident
Technicians are also responsible for contributing to the creation and maintenance of
knowledge base articles that serve as a valuable resource for training the global service
desk agents, enabling them to troubleshoot problems and resolve issues independently.
All IT Incidents and Service Requests must be recorded and managed in the global
ticketing system and executed in compliance with the PPM.
Key Responsibilities

• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from helpdesk for application support including inhouse, 3rd party
  applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up – laptop or personal laptop virtual machine.
• Ensure that policies and procedures are followed, communicated, and
  adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple
  platforms.
• Record and manage all Incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call – Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as
  email, Microsoft Teams, Skype, Symphony, Jive, etc

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com