IT Desktop Support Officer – Puchong,  Selangor, Malaysia

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. 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 organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

IT Skills and Experience

• Provide first-line support to Internal Customers for service desk issues, including without limitation, fulfilling hardware and software support requests via phone, chat, email, or online tickets.
• Work to resolve Internal Customer service desk issues by providing necessary services, troubleshooting, fixes, workarounds, training and advice.
• Escalate more complex Service desk issues to the relevant Siemens IT team/technician within prescribed time limits.
• Manage Service desk requests from receipt of the support request through fulfillment/problem resolution, or escalation.
• Log all Internal Customer interactions in the ticket system.
• Document incident resolutions and knowledge for reuse by Internal
• Customers and IT support personnel.
• Comply with all of IT Service Management processes and best practices.
• Participate as requested in appropriate IT releases by testing the usability of such releases from an Internal Customer’s perspective.
• Drive continuous improvement in IT request and support processes.
• Work on additional projects as requested and pre-approved by the team lead or manager.
• o Be flexible to work any shift or overtime as requested.
• Monitor physical data center environment
• .
• Familiar with fire suppression systems, and water detection.
• Escalate issues as required.
• Provide first-line support to Internal Customers for service desk issues, including
  without limitation, fulfilling hardware and software support requests via phone,
  chat, email, or online tickets.
• Work to resolve Internal Customer service desk issues by providing necessary
  services, troubleshooting, fixes, workarounds, training, and advice.
• Escalate more complex Service desk issues to the relevant Siemens IT
  team/technician within prescribed time limits.
• Manage Service desk requests from receipt of the support request through
  fulfillment/problem resolution, or escalation.
• Log all Internal Customer interactions in the ticket system.
• Document incident resolutions and knowledge for reuse by Internal Customers
  and IT support personnel.

Skills and Abilities Required:

• Strong Customer Service skills
• Strong Verbal and Written communication skills
• Strong troubleshooting skills
• Strong and fast Key-boarding skills
• Should have a strong understanding of basic computer hardware, software and
  networking systems, and be able to explain them in a clear, concise manner.
• Strong analytical and problem-solving capabilities

Education and Experience Requirement:

• Strong Working knowledge of current Microsoft based operating systems
• Strong Working knowledge of multiple browsers (IE, Chrome, Firefox)
• Previous Help Desk/Service Desk experience preferred
• Knowledge, training or experience with Unix or Mac desirable
• Knowledge of emerging tools, techniques and technologies
• Experience or training with using and troubleshooting Microsoft Office and Office
  365 with emphasis on Teams, Outlook, MS Word, MS Excel and MS PowerPoint
• Knowledge of Antivirus software, PKI, data security and data encryption
  desirable
• Experience or training with set-up and troubleshooting of remote connectivity
• Basic understanding of PC hardware set-up and configuration, MCP, CompTIA,
  A+ and/or network+ certification would be desirable
• Microsoft SharePoint knowledge – desirable
• Previous Service Desk or Network operations experience preferred
• Working basic knowledge of Networks and troubleshooting network connection
  issues.
• Account management, Active Directory knowledge (add, change) – preferred

  Basic knowledge of:  

• Active Directory
• Exchange
• Apple OS
• SCCM

Experience in a similar role

• 3+ 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.my@axiomtechnologies.com