Field Support Specialist – Wilmington, North Carolina, North America

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.

Roles and Responsibilities:

• Publish Floor Walk report with incident and service request details.
  • Assist users in logging incidents and requests.
  • Publish comms room and meeting room health check reports by updating recent photos of comms room devices and cabling in the
  report.
  • Ability to manage VIPs whenever required.
  • Installs, fully configures and supports a range of operating systems and applications.
  • Answers customers’ questions and resolves problems regarding the supported suite of applications.
  • Assists in resolving various connectivity issues onsite.
  • Coordinates schedules with team members to ensure coverage during business hours and for 24-hour On-call resolution.
  • Must have experience in troubleshooting Video Conferencing units.
  • Expertise in troubleshooting desktop issues.
  • Manage the Comms Room.
  • Telephony and Network port patching
  • Ability to troubleshoot complex desktop issues.
  • Provides hands and feet support for network, servers related faults.
  • Provide support to IT-related issues for medical devices and equipment.
  • Printer support and troubleshooting.
• Provide comprehensive support for laptops, desktops, printers, telephony devices, and AV equipment.
• Prioritize user issues based on criticality.
• Record every interaction with end users in the ticketing system, ensuring accurate classification of Configuration Items (CIs), Categories, and Subcategories.
• Utilize Knowledge Base articles, create new ones as needed, or request their development.
• As a first line of IT contact with users, report any bugs, issues, or common problems to leads or managers to improve user experience.
• Share innovative ideas for opportunities to automate or streamline processes.
• Manage disposal of outdated IT equipment in compliance with regulations.
• Oversee asset stock management and tracking.
• Support Mac devices and ensure IT infrastructure compatibility.
• Deliver IMACD (Install, Move, Add, Change, Dispose) support.
• Coordinate corporate mobile device support.
• Handle installations, configurations, upgrades, and troubleshooting of OS/software.
• Manage information systems security and asset inventory.
• Respond and report urgently to outages or high-impact incidents.
• Collaborate with cross-functional teams to ensure the highest uptime.
• Strictly adhere to defined Service Level Agreements (SLAs).

Qualifications:

• Proven experience in IT field services, preferably in an enterprise-level organization.
• Strong technical skills with hardware and software, including Windows and Mac.
• Excellent problem-solving and customer service skills.
• Relevant IT certifications (e.g., A+ Hardware certification) or a degree in IT, Computer Science, or a related field.
• Proficiency in English and local languages

Must-Have:

• NicView
• Amazon Echo

Experience in the following technologies is a plus:

• Caregility Platform
• eVideon Platform
• Axis Device Manager 

In-depth knowledge of:

• Excellent communication Skills
• Be able to attend escalations for the team.
• Proactive floor walks on every site visit.
• Should be available in traveling between multiple sites in a 30-mile radius of each other
• Experience in the medical field is preferred but not compulsory
• Have a car to travel to spoke sites
• Willing to work in shifts roster (Morning, afternoon, and night shift).

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