Axiom Technologies is a global IT services partner that supports 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 organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Job Description
IT Skills and Experience
- Support of end user computing infrastructure, including but not limited to:
a. Desktops, laptops, monitors, printers, Skype/ MS Teams telephony, End
user peripherals, any other devices that become available in
marketplace to enable similar capabilities - Providing touch services to support issues related to Wintel, Networking,
Storage, Audio Visual System, Video Conferencing facilities, and any other
devices that become available in the market to enable similar capabilities - Coordinate activities with other suppliers to resolve incidents or service issues
requests - Provide support for controlled shutdown and activities that affect the computer
rooms - Provide support to other suppliers that maintain network-attached printers and
Multi-function devices (MFDs) - Assist with end-user configuration of new MFDs or additional printing
peripherals - Facilitate access for approved external personnel to the site computer rooms that
are subject to restricted access at company sites - Perform on-site activities, including scheduled recurring activities requested
by the company. - These activities include, but are not limited to:
a. Perform site computer or server room physical and environmental
checks
b. Perform rolling desktop asset audit
c. Reboot or power cycle of devices
d. Provide IT supplier escort or onsite assistance to support teams for
incident diagnosis resolution or service request
e. Provide desktop related hardware and software break-fix and support
f. Diagnosis and correction of malfunctions and failures of equipment
installed at the designated service location sites and using designated
support methods
g. Desktop assistance for supported software and hardware components
including operating systems
h. 2 nd line resolution of generic desktop application incidents including but
not limited to Operating system, Microsoft office application, email
application and desktop related internet issues
i. Hardware support – 1 st level problem diagnosis, for desk and laptop
hardware and associated peripherals, where call cannot be confirmed as
hardware failure by Service desk - . Includes swap out of faulty components, using site stock available.
Work with hardware maintenance and repair services as required for
field based stock and specialize skills requirements
. Limited printer support, such as assistance on paper jams, changing of
consumables, excluding paper
. Diagnose and correct malfunctions and software failures for in-scope
services
. On-site assistance for supported software components, including
operating system-related drivers to support approved peripherals and
software applications.
n. Develop relationships with site users, periodically meet critical users
o. Identify incident or situation requiring escalation, trigger formal
escalation in accordance with the employer’s contract and in scope
services
p. Carry devices to the site to perform required swap outs / device
replacements while receiving appropriate guidance from the technical
support team
q. Carry valid employee ID proof or government issued ID proof while
visiting client locations and completing induction for sites as required
by customer
r. Maintaining vehicle or washing the windscreen in order to ensure that
customer site’s safety requirements are met
s. contribute to the Company Safety Guarantee including but not limited
to conducting regular safety workplace interactions, participating in
safety discussions and following all safety directives.
t. General housekeeping tasks including but not limited to cleaning floors
in the in scope area, dusting surfaces, or organizing workspace areas.
u. Being able to drive a manual transmission vehicle based on having a
valid driving license to enable movement inside the client’s sites.
v. Upon direction from the customer stakeholders, work over the weekend
or on public holidays to remediate high priority incidents or requests.