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- Microsoft Outlook
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Desktop Support Officer

Axiom Technologies -
Torbanlea QLD

Apply Now

Job Details

Full-time | Contract | Fixed term

Qualifications

Microsoft Outlook
SCCM
Customer service
Microsoft Office
Analysis skills
SharePoint
ServiceNow
Computer skills
Communication skills
CompTIA A+
Mobile devices

Full Job Description

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 on-site/ 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

We are looking for someone who can help us to deliver consistently exceptional results for the following:

Perform requests for installation and re-location of End User Computing hardware such as desktops, laptops, terminals.
Maintaining a strong focus on effective delivery of results to the business units operating at local and remote sites.
Triage, troubleshoot, and resolve incidents/requests via ServiceNow, meeting SLAs.
Support Windows/macOS endpoints, mobile devices, and peripherals.
Support M365 (Teams, Outlook, OneDrive/SharePoint) and core business apps and maintain endpoint security (MFA, BitLocker)
Produce/update knowledge articles and user guides.
Conference room/ meeting room support and testing.
Install/upgrade software via deployment tools or selfservice catalogs.
Perform hardware asset tracking.
Provide remote desktop services and higher-level technical support and troubleshooting.
Execute virus scanning, threat removal, and system recovery activities.
Provide desktop break/fix in the ICT Environment for customers in Auckland region including for desktop and laptop computers, monitors, keyboards, mouse and cables, peripheral devices, desktop and network printers and MFDs, mobile phones and mobility devices, and operating system and applications.
Prioritise workload to assist seniors with P1 and P2 incidents, provide updates and manage tickets to resolution.
Provide a high level of technical/engineering support to customers in relation to all relevant EUC systems.
Investigate and resolve reported system and application type faults using remote diagnostic tools and standard engineering analytical techniques.
Act as an interface between the client and vendors regarding med/high level technical issues.
Provide guidelines for client training in the use and maintenance of EUC systems and facilities.
Use troubleshooting tools and techniques to diagnose and implement control actions as necessary to ensure availability including performance in terms of capacity, utilisation, and availability in accordance with relevant Service Level Agreements
Experience required in working on Tech Bar (Genius bar like services), where the users can walk-in with their general IT issues and take appointments to be served. (Wearing customer provided T-Shirts is also a requirement of this role).

It would be useful if you also have experience in:

Design and deliver EUC solutions as per the business requirements and ensure adherence to IS&T and security policies.
Prioritise and manage ServiceNow queues and project-based workload in the EUC space, handle escalations/problem management.
Provide support, troubleshooting and resolution of technical issues related to EUC environment and solutions.
Look for opportunities to enhance the EUC platform and deliver a better experience to our users

What you might see in your day-to-day work:

Address user tickets regarding hardware, software and networking
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customise desktop applications to meet user needs
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals

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
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

4+ years of relevant experience.

What next?

If you are looking for the next challenge in your career and wish to apply for this role, please forward your resume to [email protected]

Apply Now

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