EUC/Incident Technician- London, England (Full-Time)

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:

1. Technical Support & Troubleshooting Skills:
   ● Hardware troubleshooting: Diagnosing and resolving hardware-related issues in both Mac and
   Windows machines.
   ● Software troubleshooting: Diagnosing issues related to operating systems and software
   applications.
   ● Performance optimization: Identifying and resolving performance issues on computers (e.g.,
   slow machines, memory issues).
   ● Mac support: In-depth troubleshooting and support for Mac OS, including issues with user
   profiles, hardware components, and connectivity.
   ● Windows support: Providing comprehensive support for Windows OS, including troubleshooting
   hardware, OS issues, and application problems.
2. Networking & Connectivity Knowledge:
   ● Network troubleshooting: Resolving connectivity issues related to local network, Wi-Fi, VPN,
   and troubleshooting connectivity issues.
   ● DHCP (Dynamic Host Configuration Protocol): Understanding DHCP scopes and how they assign
   IP addresses.
   ● VLAN (Virtual Local Area Network): Knowledge of VLANs and how they work in conjunction with
   DHCP.
   ● SMB protocol: Understanding how Macs support the SMB protocol and how to configure or
   troubleshoot it, especially in cross-platform environments (Mac and Windows).
3. Hardware Maintenance & Management:
   ● Hardware replacement: Knowledge of processes for diagnosing and replacing faulty hardware
   components, including the proper steps and any organizational processes involved.
   ● Asset management: Tracking and managing hardware assets, including decommissioning old
   hardware in compliance with company policies.
   ● Incident management: Handling a high volume of incidents and efficiently resolving them or
   escalating when necessary.
   ● Backup and recovery: Ensuring data is backed up before hardware replacements or profile
   deletions.
4. System Configuration & Setup:
   ● Active Directory: Managing user accounts, especially regarding user profile setups
   (domain-bound and local accounts), account deletion, and retention processes.
   ● New joiner/leaver processes: Manage the onboarding and offboarding process for users,
   allocate assets, and ensure proper account and data management.
   Requirement for Incident Management:
   ● File sharing and network configuration: Understanding how Windows file sharing works on Mac
   (e.g., accessing Windows file shares via SMB).
5. Processes and Compliance:
   ● Decommissioning process: Knowledge of how to properly decommission hardware and software
   assets, ensuring proper data deletion and retention procedures are followed.
   ● Incident and escalation management: Knowing when to escalate issues, how to handle
   incidents, and keeping stakeholders informed.
   ● Data retention: Understanding company policies for data retention and deletion, particularly
   before decommissioning hardware or deleting user accounts.
6. Customer Service & Communication:
   ● End-user support: Interacting effectively with users, understanding their issues, and providing
   clear solutions.
   ● Alternatives and workarounds: Providing users with alternate solutions when issues cannot be
   immediately resolved, ensuring minimal disruption to their work.
   ● Documentation: Maintaining clear records of troubleshooting steps, incident resolutions, and
   user requests for future reference.
7. Tools & Technology:
   ● Ticketing systems: Familiarity with ticketing tools (such as ServiceNow) for tracking and
   managing incidents.
   ● SCCM (System Center Configuration Manager): Experience with managing and deploying
   software updates, configurations, and patches using SCCM.
   ● Mac management tools: Knowledge of tools and systems used to manage Mac devices in an
   enterprise environment.

Experience in a similar role

• 4-6 years of relevant experience.
• Prior experience in a Financial Domain.

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.uk@axiomtechnologie.com