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 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.
SUMMARY OF ROLE:
As a member of the Global Service Delivery Desktop team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face-to-face as desk-side support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network ( Data and voice), and Servers.
KEY RESPONSIBILITIES AND FUNCTION:
- Provide customer facing end-user support for the Global Service Delivery Desktop team
- As an Onsite Support Technician with minimum of 7 to 10+ years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
- Provide customer facing end-user support that includes:
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support,Data Migration, Refreshes, etc.
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to End Users.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Provide Hand and Feet support for network data and voice devices
- Able to work remotely with little or no supervision and have highspeed wifi available
IT Qualifications
At least two of the following:
- PCLaptop OEM Maintenance Certification
- CompTIA A+ Certification
- Microsoft Certified IT Professional (MCITP) certification in the desktop area
- Microsoft Office Specialist (MOS) Certification
Experience in a similar role
- 8 – 10 years of relevant experience.
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