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 activities, ranging from simple to more complex plans. This role will provide on-site/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
About the Role:
“Incident Technician” is a tier 2 support role that receives escalations from the global service desk. An Incident Technician primarily troubleshoots and diagnoses software issues for internally developed, 3rd party, and market data applications, including firmware or OS drivers that enable desktop hardware functionality. They will also perform troubleshooting on desktop hardware and mobile devices. Additionally, Incident Technicians are a vital part of the Incident management workflow and proactively identify and communicate trends and significant problems cross-functionally. Incident Technicians are also responsible for contributing to the creation and maintenance of knowledge base articles that serve as a valuable resource for training the global service desk agents, enabling them to troubleshoot problems and resolve issues independently. All IT Incidents and Service Requests must be recorded and managed in the global ticketing system and executed in compliance with the PPM.
Key Responsibilities
- Provide daily front-line support for desktop, hardware, and software issues on a busy trade floor.
- Troubleshoot and resolve issues related to Microsoft Office Suite, with a strong focus on Outlook configuration, performance, and connectivity.
- Support and manage Market Data applications such as Bloomberg, Reuters, and FactSet.
- Deliver excellent end-user support to traders, analysts, and finance professionals, ensuring minimal downtime.
- Handle device setup, user onboarding, hardware replacements, and peripheral troubleshooting (monitors, docking stations, etc.).
- Escalate and collaborate with infrastructure and application teams to resolve complex issues efficiently.
- Maintain documentation of procedures, user guides, and known issue resolutions.
Required Experience and Skills:
- Approximately 5 years of experience in desktop and trade floor IT support, preferably within a financial institution.
- Strong working knowledge of Microsoft Windows OS and Office Suite—expertise in Outlook is essential.
- Solid experience supporting Market Data platforms (e.g., Bloomberg, Reuters).
- Proficient in supporting desktop hardware, multi-monitor setups, and financial trading tools.
- Excellent communication and customer service skills.
- Ability to thrive in a high-pressure, fast-paced environment.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
- Relevant certifications such as Microsoft Certified (e.g., Modern Desktop Administrator Associate), ITIL Foundation, or equivalent are preferred.
- Solid understanding of desktop support environments, particularly within financial or trading floor settings.
- Strong knowledge of Microsoft Windows operating systems and Microsoft Office Suite (especially Outlook).
- Experience supporting market data tools like Bloomberg, Reuters, or FactSet is highly desirable.
- Familiarity with IT service management (ITSM) tools and ticketing systems.
- Basic knowledge of Active Directory and networking concepts is a plus.
Nice to Have :
- Exposure to Active Directory and basic network troubleshooting.
- Experience with voice systems or trade floor-specific tech (IPC turrets, voice recording tools, etc.).
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