Desktop Support Officer

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.

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

Roles and Responsibilities:

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot technical issues, including account setup and network configuration

• Ask customers targeted questions to quickly understand the root of the problem

• Track computer system issues through to resolution, within agreed time limits

• Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

• Provide prompt and accurate feedback to customers

• Refer to internal database or external resources to provide accurate tech solutions

• Ensure all issues are properly logged

• Prioritize and manage several open issues at one time

• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

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 extremely 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

• PCLaptop hardware

• PCLaptop peripherals, including printers

• Mobile devices

Basic knowledge of:

• Active Directory

• Exchange

• Apple OS

• SCCM

IT QualificationsAt least two of the following:

• PCLaptop OEM Maintenance Certification

• CompTIA A+ Certification

• Microsoft Certified IT Professional (MCITP) certification in the desktop area

• Microsoft Office Specialist (MOS) Certification

Industry- Information Technology & Services Employment TypeContractOriginally posted on Himalayas