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 organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
About the Role:
The Desktop Support Engineer (Full Time ) role is responsible for providing first and
second-level technical support while also managing the efficient assignment and dispatch of
service requests. This on-site role ensures end-user issues are resolved promptly—either
directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and
maintaining strong communication between IT and users.
Key Responsibilities:
- 3+ years of strong experience providing IT Infrastructure field support, which includes
troubleshooting hardware, software, and operating system issues and problems and
fixing the issues without impacting/violating the hardware warranty or customer
security compliance requirements.
- Constantly monitor the individual queue to resolve routine and non-routine desktop
issues and requests
- Escalate issues as appropriate and act as a technical escalation for the end user
- Maintain a high level of customer satisfaction
- Comply with the desktop group practices and procedures
- Update ServiceNow and other data repositories (e.g. knowledge base) as appropriate
in a timely manner.
- Identify technical and process issues and recommend improvements
- Achieve target ticket volumes and ticket resolution levels
- Responsible for compliance with applicable corporate policies and procedures
- Maintains productive relationships with peers and management in IT and the clients
whose issues are being worked on
- Follows the processes, practices established for the group
- Coordination and consulting with client areas to help analysis problems and needs
and recommend technical solutions
- Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services:
hardware roll-outs, refreshes, and other hardware deployment related activities on
PCs, laptops, printers, POS
- devices, etc.
- Perform intermediate-to-advanced deskside support services installing and
troubleshooting hardware, software, and network related issues
- Handle software installation/support/upgrades
- Provide 1st/2nd level Help Desk support
- Perform basic LAN and internetworking related activities
- Have strong internetworking and troubleshooting skills
- Have A+ certification & at least one certification from either Cisco or Microsoft
- May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
- Must be a self-starter and can manage multiple tasks
- Exceptional customer service skills
- Good communication skills
- Ability to work independently or as part of a team
- Ability to complete tasks effectively with minimal supervision
- Must be available to work flexible work schedules
- High-level skill set
- Outstanding people skills
- Self-starter, needs to be able to work on his/her own
- Proficient in Windows 10 & 11 and Office Suite/O365
Multiple client locations
across Canada
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]
