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Technical Support Specialist

2 months ago

New York, New York, United States Axiom Technologies Full time

Axiom Technologies is a leading provider of global IT services, supporting medium to large-scale enterprises. Our company is dedicated to delivering exceptional technical support to our clients.

VIP 2nd Line IT Technical Support Engineer is a critical role within our organization, requiring an individual with extensive experience in providing technical support to executive and director-level personnel.

Key Responsibilities:

  • Provide on-site, face-to-face technical support to VIP clients, working in a busy IT environment.
  • Manage technical issues, including installation, troubleshooting, problem resolution, and maintenance.
  • Experience in supporting a range of technologies, including Windows 7 & 10, MS Office 2010/2013/2016/365, and VOIP.
  • Must have extensive experience in providing VIP and executive-level support.
  • Respond to customer inquiries regarding product operation and malfunctions.
  • Advise customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
  • Proven track record of problem ownership and resolution, as well as working with product authorities and external vendor support teams.
  • Must have a broad background in hardware support for laptops and mobile phones.
  • Experience in providing BAU, face-to-face IT hardware and software support.
  • Excellent client-facing skills and experience.
  • Provide end-to-end user support, advice, and guidance on document recovery, email, and personal folder recovery, data management, and mobile managed provisioning/user support.
  • Respond to customer inquiries regarding product operation and malfunctions.
  • Work within a team with minimal supervision as an established systems/product specialist to support end users.

Desired Skills and Experience:

  • Expertise in market data applications, including Bloomberg, Thomson Reuters products, MarketAxess, Electronic trading, CQG, Tradeweb, Factset, OTC Markets-Pinksheets, Morningstar, Charles River, and WebIce.
  • Knowledge of Oracle SQL Developer Manager, Toad, SQL queries writing, script editing, registry editing, wireless networking, switches, routers, VPNs, RDP, BT Turrets, RMP, Geneos Active Console monitoring, Control-M Workload Automation, SharePoint, Splunk, Jira, Confluence documentation, Microsoft Azure, Secure transport, Ping Fed Cert upgrades, and Change Gear.
  • Desired experience in VIP IT support, Windows 7 & 10, MS Office 2010/2013/2016/365, hardware software installation, VIP and executive-level support, printer support, MS Office tools installation and troubleshooting, and 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.
  • Works within a team with minimal supervision as an established systems/product specialist to support end users.

IT Qualifications:

  • At least two of the following: PC/Laptop OEM Maintenance Certification, CompTIA A+ Certification, Microsoft Certified IT Professional (MCITP) certification in the desktop area, or Microsoft Office Specialist (MOS) Certification.

Experience in a Similar Role:

  • 3-5 years of relevant experience.