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 on-site/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
We have a full-time requirement for the Branch Support Specialist role covering San Francisco, CA(2725 Sand Hill Rd, Menlo Park, CA -94025). The selected candidate should be willing to travel whenever required.
Role Overview – Branch Support Specialist
A Branch Support Specialist is responsible for providing technical support for hardware and software issues and requests to end users at branch locations. The role requires a diverse skill set, including frontline technical support, local project coordination and delivery, escalation support for major incidents, and collaboration with Network Services and Escalation teams to resolve complex issues locally.
Branch Support Specialists may either be dedicated on-site to a specific branch location or dispatched based on expertise and proximity to the site requiring support.
Required Qualifications:
- On-site Branch Support Specialists in Metro Campuses will be required to support all buildings within the Metro Campus.
- Bachelor’s degree or foreign equivalent from an accredited institution required. In place of a degree, three years of progressive experience in the specialty will be considered for each year of education.
- IT Support experience within a Financial Services or Brokerage Firm is preferred.
- Strong organizational skills with the ability to manage multiple tasks simultaneously.
- Proven troubleshooting skills in a support environment with a strong commitment to incident resolution.
- Experience with Microsoft Office products and general office computing tools.
- Excellent communication, interpersonal, and customer service skills.
Primary Responsibilities:
- Be responsive across multiple communication platforms, including email, Microsoft Teams, Symphony, Jive, etc.
- Software installation.
- Troubleshoot, repair, and maintain software applications and infrastructure.
- Handle escalations from the helpdesk for application support, including in-house, third-party, and market data applications.
- Provide support for operating system drivers, software, and firmware.
- Support users with home connectivity and work-from-home setups (firm-issued laptop or personal laptop with virtual machine).
- Ensure adherence to client policies and procedures.
- Create and maintain support documentation.
- Collaborate with other support groups (local and global) across multiple platforms.
- Record and manage all incidents and requests in the ticket-tracking system.
- Proactively inform management of trends, significant issues, and expected delays.
- Participate in a rotating on-call schedule for after-hours and weekend support.
- Stay current on technology and participate in relevant training programs.
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