IT Desktop Support (L2/L3) – Bunardjik, Macedonia, North Macedonia

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 ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Key Responsibilities:

• Manage Desktop Devices (hardware and software) incidents through to resolution.
• Manage IMAC and desk-side support services including hard and soft break-fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications)
• support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, including, but not limited to, patch updates, and hardware replacements, with spares provided by the vendor.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is unavailable like for MI calls.
• Antivirus Management on all workstation devices
• Workstation related Software Installation & Configuration and Physical Printer Installation
• Deployment support for the Windows Images and the applications deployed using SCCM, Patch Management and Compliance
• Liaise with 3rd party vendors to coordinate component or unit replacement
• Support the Virtual Desktop Interfaces at the endpoint levels
• New Starter Onboarding and Induction
• Smart Hands support for Network devices (e.g. Network Switches, routers, Tape Library, Servers and UPS).
• Provide technical diagnosis and incident/service request resolution of all endpoint devices set out in the Configuration Item.
• Perform endpoint routine health check and share the report with Axiom’s Client to seek the OEM support using the Clients Third Party Vendor warranty and/or support and maintenance agreements.
• Perform Physical Asset Audit whenever required and responsible for reporting Assets reports on site on a monthly basis.
• Proactively do a check on user assets and comms room assets and ensure Asset Management tool is up to date.
• Communicate effectively with End Users throughout the service disruption/request and provide regular updates through standard Clients Channels.
• Participation in Axiom’s Client’s monthly vulnerability management forum with representation from both EUC, Server and Network teams to ensure alignment and priority of vulnerability remediation activities.
• Field support engineers should be available for on-call support for Critical outages / VIP support / Smart hand support.
• Smart hand Support is expected as per Service Levels.

Required Skills and Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in a desktop support role.
• Proven experience with Windows and Mac operating systems.
• Solid understanding of network protocols and configurations.
• Strong problem-solving skills and attention to detail.
• Excellent communication and customer service skills.

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.eu@axiomtechnologies.com