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 seeking a skilled Hardware & Systems Support Engineer (L2) to provide advanced desk-side support, hardware troubleshooting, and systems management across enterprise environments. The ideal candidate will possess strong technical expertise in operating systems, hardware components, networking, and AV equipment, ensuring seamless IT operations and user support.
Key Responsibilities:
Hardware Troubleshooting & Repair
- Provide L2-level support for installation, troubleshooting, and repair of laptops, desktops, printers, and peripherals.
- Conduct physical and smart hands support activities at client sites, including lifting/moving equipment up to 50 lbs.
- Assist with setting up and troubleshooting conference room A/V equipment.
- Configure and troubleshoot VOIP phones and related telecommunication hardware.
- Support peripheral and networking hardware such as monitors, keyboards, mice, routers, switches, firewalls, racks, and data panels.
Operating Systems & Software Support
- Install, configure, and troubleshoot Windows, MAC, and Linux operating systems.
- Manage and troubleshoot antivirus, anti-spyware, and endpoint security solutions.
- Resolve OS and application issues, including Adobe Suite, browsers, and standard office software (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive).
- Support mobile device management systems and troubleshooting for Apple devices.
Networking & Connectivity
- Maintain knowledge of enterprise LAN/WAN setups, TCP/IP, DNS, DHCP, VPN, and RDP protocols.
- Troubleshoot email configuration issues and mobile device access.
- Assist in configuring and troubleshooting VDI environments, SCCM, LanDesk, and related tools.
Tools, Processes & Documentation
- Analyze and report on ticket trends, SLA breaches, and service quality metrics.
- Follow ITSM processes for incident, problem, and change management using tools like ServiceNow or Remedy.
- Conduct repeat call analysis and implement preventive/corrective measures.
- Mentor and train L1 resources, review KB articles, and contribute to automation initiatives.
- Ensure all service requests and incidents are addressed within SLA timelines, minimizing rework.
Qualifications & Skills:
- Associate’s Degree in Electronics, Computer Science, or related field.
- CompTIA A+ Certification (preferred).
- Proven experience in L2 hardware and OS troubleshooting.
- Strong understanding of enterprise networking, TCP/IP, DNS, DHCP, VPN, RDP.
- Experience with ticketing tools such as ServiceNow and Remedy.
- Knowledge of Endpoint security, Mobile Device Management (AirWatch, XenMobile, MobileIron).
- Familiarity with VDI, SCCM, LanDesk, and Apple device configuration.
- Excellent problem-solving, communication, and customer service skills.
- Ability to lift/move equipment and perform physical activity as needed.
Preferred Attributes:
- Prior experience supporting AV and conference room equipment.
- Ability to mentor junior team members.
- Strong analytical and reporting skills for SLA and ticket management.
- Willingness to contribute to process improvements and automation.
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.jp@axiomtechnologies.com