It/desktop Support/ Help Desk/ Field Support/ IT

3 weeks ago

Ewing, United States Axiom technologies Full time

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

**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.
- 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- Manage disposal of outdated IT equipment in compliance with regulations.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

**Must-Have**:

- NicView
- Amazon Echo

**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

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