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 seeking a dedicated and skilled IT Support Specialist to join our team. The ideal candidate will be responsible for resolving escalated incidents and requests from Level 1 support, ensuring seamless software and infrastructure operations. This role involves troubleshooting, repairing, and maintaining a wide range of applications and systems, providing exceptional support to users, and maintaining accurate documentation..
Key Responsibilities:
- Resolve incidents and service requests escalated from Level 1 support, including software installation and configuration.
- Troubleshoot, repair, and maintain software applications and infrastructure components.
- Provide application support for in-house, third-party, and market data applications.
- Support operating system drivers, software, and firmware updates.
- Assist users with home and remote work setups, including firm laptops, personal laptops, and virtual machines.
- Create, update, and maintain comprehensive support documentation and knowledge bases.
- Collaborate with local and global support teams across multiple platforms.
- Record, track, and manage all incidents and requests using ticket management systems.
- Proactively communicate with management regarding trends, recurring issues, and potential delays.
- Participate in a rotating on-call schedule, providing after-hours and weekend support.
- Stay current with emerging technologies through ongoing training and professional development.
- Respond promptly and effectively across various communication channels such as email, Microsoft Teams, Skype, Symphony, Jive, etc.
- Demonstrate excellent communication, interpersonal, and customer service skills.
- Work efficiently under pressure and meet tight deadlines.
- Maintain a technical understanding of a broad range of applications, both in-house and third-party.
Qualifications:
- Previous experience in IT support, preferably at Level 2 or escalation support.
- Strong knowledge of operating systems, software applications, and hardware troubleshooting.
- Experience with help desks and ticket management systems.
- Familiarity with remote support tools and virtual machine environments.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills.
- Ability to work under pressure and handle multiple priorities.
- Willingness to participate in after-hours support on a rotational basis.
Preferred Skills:
- Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar.
- Experience supporting remote and hybrid work environments.
- Knowledge of market data platforms and financial industry applications is a plus.
Experience in a similar role
5 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.hk@axiomtechnologies.com.