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Desktop Support Engineer

2 months ago

Athens, United States Axiom Technologies Full time

Roles and Responsibilities:

  • Publish Floor Walk report with incident and service request details.
  • • Assist users in logging incidents and requests.
  • • Publish comms room and meeting room health check reports by updating recent photos of comms room devices and cabling in the
  • report.
  • • Ability to manage VIPs whenever required.
  • • Installs, fully configures and supports a range of operating systems and applications.
  • • Answers customers’ questions and resolves problems regarding the supported suite of applications.
  • • Assists in resolving various connectivity issues onsite.
  • • Coordinates schedules with team members to ensure coverage during business hours and for 24-hour On-call resolution.
  • • Must have experience in troubleshooting Video Conferencing units.
  • • Expertise in troubleshooting desktop issues.
  • • Manage the Comms Room.
  • • Telephony and Network port patching
  • • Ability to troubleshoot complex desktop issues.
  • • Provides hands and feet support for network, servers related faults.
  • • Provide support to IT-related issues for medical devices and equipment.
  • • Printer support and troubleshooting.
  • Provide comprehensive support for laptops, desktops, printers, telephony devices, and AV equipment.
  • Prioritize user issues based on criticality.
  • Record every interaction with end users in the ticketing system, ensuring accurate classification of Configuration Items (CIs), Categories, and Subcategories.
  • Utilize Knowledge Base articles, create new ones as needed, or request their development.
  • As a first line of IT contact with users, report any bugs, issues, or common problems to leads or managers to improve user experience.
  • Share innovative ideas for opportunities to automate or streamline processes.
  • Manage disposal of outdated IT equipment in compliance with regulations.
  • Oversee asset stock management and tracking.
  • Support Mac devices and ensure IT infrastructure compatibility.
  • Deliver IMACD (Install, Move, Add, Change, Dispose) support.
  • Coordinate corporate mobile device support.
  • Handle installations, configurations, upgrades, and troubleshooting of OS/software.
  • Manage information systems security and asset inventory.
  • Respond and report urgently to outages or high-impact incidents.
  • Collaborate with cross-functional teams to ensure the highest uptime.
  • Strictly adhere to defined Service Level Agreements (SLAs).

Qualifications:

  • Proven experience in IT field services, preferably in an enterprise-level organization.
  • Strong technical skills with hardware and software, including Windows and Mac.
  • Excellent problem-solving and customer service skills.
  • Relevant IT certifications (e.g., A+ Hardware certification) or a degree in IT, Computer Science, or a related field.
  • Proficiency in English and local languages

Experience in the following technologies is a plus:

  • Caregility Platform
  • eVideon Platform
  • Axis Device Manager

In-depth knowledge of:

  • Excellent communication Skills
  • Be able to attend escalations for the team.
  • Proactive floor walks on every site visit.
  • Should be available in traveling between multiple sites in a 30-mile radius of each other
  • Experience in the medical field is preferred but not compulsory
  • Have a car to travel to spoke sites.