Desktop Support Enigneer L2

Axiom Technologies is a global IT services partner that supports 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.

IT Skills and Experience

• Desired Experience:
• Computer OS/Peripherals troubleshooting
• Handling Different PC Operating Systems ( Windows 7/8 and 10)
• Performing Hardware Software Installation ( understanding of deployment tools like SCCM)
• Basic knowledge of SOE and group policies
• Printer support
• Good knowledge of MS Office tools installation & troubleshooting
• Excellent customer service and people skills
• Field experience supporting a variety of technologies and services
• Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems
• Ability to manage time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure
• Personal Attributes:
• Excellent End-user computing skills.
• Good knowledge of Infrastructure support.
• Strong analytical and problem-solving capabilities
• Well-organized and highly detail-oriented
• Strong customer service ethic and great communication skills, both oral and written
• Passionate about delivering quality no matter what you are doing
• Can work both independently and in a collaborative team-oriented environment
• A self-starter, motivated to push the limits and think outside of the box
• Fondness for solutions that are simple, elegant, and effective
• Ability to work with and maintain confidential information
• In-depth knowledge of:
• Windows OS (e.g. XP, Vista, Windows 7, 10)
• Microsoft Office applications
• PC Laptop hardware
• PC Laptop peripherals, including printers
• Mobile devices
• Basic knowledge of:
• Active Directory
• Exchange
• Apple OS
• SCCM
• IT Qualifications
• At least two of the following:
• PC Laptop OEM Maintenance Certification
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in the desktop area
• Microsoft Office Specialist (MOS) Certification
• Experience in a similar role
• 1 year of relevant experience.
• Freshers and IT Students are also Welcome.
• 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 [email protected]
• 
  Role Description
• Responsible for resolving incidents and requests that have been escalated from Level 1.
• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from the Helpdesk for application support including in-house, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work-from-home set up — Firm laptop or personal laptop + virtual machine.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call – Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications
• Qualifications
• Experience with Desktop Computers and Computer Hardware
• Skills in Technical Support , Troubleshooting & Active directory
• Ability to provide Printer Support
• Strong problem-solving and communication skills
• Ability to work independently on-site
• Experience in Ticketing tool service now
• Relevant certifications in IT support are beneficial