Technical Supporter

2 days ago

Sunnyvale CA, United States Axiom Technologies Full time

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritising tasks, and maintaining strong communication between IT and users.
Technical Support:
Provide on-site and remote support for desktops, laptops, printers, mobile devices, and related hardware/software.
Troubleshoot and resolve issues related to Windows, macOS, Office 365, networking, VPN, and other business-critical applications.
Assist with system setups, hardware deployment, and software installations.
Perform password resets, account unlocks, and basic user account administration.
Monitor incoming support tickets and assign them based on priority, issue type, location, and technician availability.
Act as the central coordinator for all Desktop Support operations—ensuring efficient resource allocation.
Follow up on open tickets to ensure resolution and customer satisfaction.
Escalate complex or high-priority issues to senior engineers or other IT teams as needed.
Create shift handover reports and maintain accurate logs of ongoing issues.
Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
1-2 years of hands-on experience in a desktop support or helpdesk environment.
Experience with dispatching or coordinating IT support is a strong plus.
Proficiency in supporting Windows and Mac OS environments.
Familiarity with Microsoft Active Directory, Exchange, and Office 365.
ServiceNow, Jira, Remedy, Zendesk).
Understanding of networking basics (TCP/IP, DNS, DHCP, VPN).
CompTIA A+, Network+, or Security+
Microsoft Certified: ITIL Foundation (for process-oriented environments)
May include shift work, on-call rotation, or weekend support depending on business needs.
Combination of desk-based and floor support (if on-site).

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