Description:
Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates
JOB DESCRIPTION
- Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs.
- Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention.
- Coordinate with higher level remote support teams and Supplier’s Service Desk teams for ticket resolution.
- Utilize Known Error Database (KEDB) to perform onsite support tasks.
- Participate in war rooms for critical incident management when required or at Customer’s discretion.
- Resolve incidents at end-users’ desks when resolution cannot be achieved by remote support.
- Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service with OEM.
- Provide Smart hands and feet support for audio / video conferencing devices in alignment with the operating model.
- Plan, schedule and fulfil all IMAC (Install, Move, Add, Change) requests according to defined processes, approvals.
- Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model.
- Follow the Customer’s requirements and procedures for escorting vendors and guests during facilitation of visits.
- Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and
- spare parts are reflected properly in the Customer system(s).
- Manage use of any manufacturer warranty and technical support to limit repair cost and facilitate incident resolution.
- Install and test replacement parts for supported devices.
- Schedule supported device installation, Software and Hardware activity with End User at their convenience to minimize
- disruption.
- Coordinate physical move of end user devices within same office (performing physical move of end user devices
- outside of the office is out of scope).
- Manage any end-user Service Requests (e.g., desktop, mobile) which require local interaction at the supported sites.
- Desk side assistance for IT devices (laptop, desktop, and mobiles).
- Provide loaner device to authorized Customer end users in case of break-fix to continue end users work, utilizing
- Customer provided List of Authorized Users
- Perform soft IMAC, Image loading where this cannot be executed remotely using Customer provided tools.
- Inform Customer end user on expected resolution time on for active Incidents in assigned incident queue.
- Provide onsite depot support for receiving, shipping, packing, update AMDB / CMDB, apply asset tag, imaging, staging,
- storing the devices and spare parts at Customer provided facilities.
- Keep device levels (pool), installation of pool devices with standard image, personalizing of exchange device,
- coordination of OEM according Customer requirements.
- Consult with Customer prior to and during ordering of new devices.
- Provide smart hands support for onsite Server and Networking devices with remote support supervision.
- Deskside support services and other duties as required.
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