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 Qualifications
At 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 Type
Contract
Originally posted on Himalayas