Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. 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.
IT Skills and Experience
We are looking for someone who can help us to deliver consistently exceptional results for the following:
▪ Perform requests for installation and re-location of End User Computing hardware such as desktops, laptops, terminals.
▪ Maintaining a strong focus on effective delivery of results to the business units operating at local and remote sites.
▪ Triage, troubleshoot, and resolve incidents/requests via ServiceNow, meeting SLAs.
▪ Support Windows/macOS endpoints, mobile devices, and peripherals.
▪ Support M365 (Teams, Outlook, OneDrive/SharePoint) and core business apps and maintain endpoint security (MFA, BitLocker)
▪ Produce/update knowledge articles and user guides.
▪ Conference room/ meeting room support and testing.
▪ Install/upgrade software via deployment tools or selfservice catalogs.
▪ Perform hardware asset tracking.
▪ Provide remote desktop services and higher-level technical support and troubleshooting.
▪ Execute virus scanning, threat removal, and system recovery activities.
▪ Provide desktop break/fix in the ICT Environment for customers in Auckland region including for desktop and laptop computers, monitors, keyboards, mouse and cables, peripheral devices, desktop and network printers and MFDs, mobile phones and mobility devices, and operating system and applications.
▪ Prioritise workload to assist seniors with P1 and P2 incidents, provide updates and manage tickets to resolution.
▪ Provide a high level of technical/engineering support to customers in relation to all relevant EUC systems.
▪ Investigate and resolve reported system and application type faults using remote diagnostic tools and standard engineering analytical techniques.
▪ Act as an interface between the client and vendors regarding med/high level technical issues.
▪ Provide guidelines for client training in the use and maintenance of EUC systems and facilities.
▪ Use troubleshooting tools and techniques to diagnose and implement control actions as necessary to ensure availability including performance in terms of capacity, utilisation, and availability in accordance with relevant Service Level Agreements
▪ Experience required in working on Tech Bar (Genius bar like services), where the users can walk-in with their general IT issues and take appointments to be served. (Wearing customer provided T-Shirts is also a requirement of this role).
It would be useful if you also have experience in:
▪ Design and deliver EUC solutions as per the business requirements and ensure adherence to IS&T and security policies.
▪ Prioritise and manage ServiceNow queues and project-based workload in the EUC space, handle escalations/problem management.
▪ Provide support, troubleshooting and resolution of technical issues related to EUC environment and solutions.
▪ Look for opportunities to enhance the EUC platform and deliver a better experience to our users
What you might see in your day-to-day work:
▪ Address user tickets regarding hardware, software and networking
▪ Walk customers through installing applications and computer peripherals
▪ Ask targeted questions to diagnose problems
▪ Guide users with simple, step-by-step instructions
▪ Conduct remote troubleshooting
▪ Test alternative pathways until you resolve an issue
▪ Customise desktop applications to meet user needs
▪ Record technical issues and solutions in logs
▪ Direct unresolved issues to the next level of support personnel
▪ Follow up with clients to ensure their systems are functional
▪ Report customer feedback and potential product requests
▪ Help create technical documentation and manuals
Personal Attributes:
- Excellent End-user computing skills.
- Good knowledge of Infrastructure support.
- Strong analytical and problem-solving capabilities
- Well organized and extremely detail-oriented
- Strong customer service ethic and great communication skills, both oral and written
- Passionate about delivering quality no matter what you are doing
- Can work both independently and in a collaborative team-oriented environment
- A self-starter, motivated to push the limits and think outside of the box
- Fondness for solutions that are simple, elegant, and effective
- Ability to work with and maintain confidential information
In-depth knowledge of:
- Windows OS (e.g. XP, Vista, Windows 7, 10)
- Microsoft Office applications
- PC\Laptop hardware
- PC\Laptop peripherals, including printers
- Mobile devices
Basic knowledge of:
- Active Directory
- Exchange
- Apple OS
- SCCM
IT Qualifications
At least two of the following:
- PC\Laptop 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
- 4+ years of relevant experience.
What next?
If you are looking for the next challenge in your career and wish to apply for this role, please forward your resume to careers.au@axiomtechnologies.com