Desktop Support Engineer – Arecibo, Puerto Rico – USA

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 organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Key Responsibilities:

• Technical Support:
• Provide on-site and remote support for desktops, laptops, printers, mobile devices, and related hardware/software.
• Troubleshoot and resolve issues related to Windows, macOS, Office 365, networking, VPN, and other business-critical applications.
• Assist with system setups, hardware deployment, and software installations.
• Perform password resets, account unlocks, and basic user account administration.
• Maintain documentation of technical procedures and known issues.

Dispatch & Coordination:

• Dispatch & Coordination:
• Monitor incoming support tickets and assign them based on priority, issue type, location, and technician availability.
• Act as the central coordinator for all Desktop Support operations—ensuring efficient resource allocation.
• Follow up on open tickets to ensure resolution and customer satisfaction.
• Escalate complex or high-priority issues to senior engineers or other IT teams as needed.
• Track SLA compliance and keep stakeholders informed of ticket status and updates.
• Create shift handover reports and maintain accurate logs of ongoing issues.

Requirements:

• Education & Experience:
• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1-2 years of hands-on experience in a desktop support or helpdesk environment.
• Experience with dispatching or coordinating IT support is a strong plus.

Technical Skills:

• Proficiency in supporting Windows and Mac OS environments.
• Familiarity with Microsoft Active Directory, Exchange, and Office 365.
• Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
• Understanding of networking basics (TCP/IP, DNS, DHCP, VPN).
• Preferred Certifications:
• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (for process-oriented environments).

Work Conditions:

• May include shift work, on-call rotation, or weekend support depending on business needs.
• Combination of desk-based and floor support (if on-site).

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