Casual, Full Time
Malaysia, Selangor
Posted 4 months ago

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

Job Features

Job Category

Technical

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