Technical Support Engineer

3 weeks ago

Chicago, Illinois, United States Axiom Technologies Full time

Axiom Technologies is a leading provider of global IT services, supporting medium to large-scale enterprises in their digital transformation journeys.

We are committed to fostering a diverse and inclusive work environment, encouraging applicants from all backgrounds and gender to apply, including Aboriginal and Torres Strait Islander candidates.

Key Responsibilities

  • Install, maintain, and repair company and multi-vendor systems, including hardware, software, and networking products, as well as operating systems.
  • Diagnose and resolve various hardware performance issues, making decisions when necessary related to replacing existing user workstation equipment and carrying out the entire product replacement process.
  • Take responsibility for potential or desired follow-up services or problem escalation.
  • Contribute directly to the implementation of new company service solutions or short projects as per the supervisor's directives.
  • Conduct Video Conferencing meetings and Dry-run tests as needed.
  • Manage all IT assets, including tagging in/out existing and new IT assets as they are rolled out to end users.
  • Ensure the best possible experience when setting up new user equipment, performing the necessary onsite testing to assure existing and/or new employees have access to equipment, applications, and various other technical solutions.
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Deal with hardware and application support queries and issues reported to the Field Services team.
  • Take ownership and responsibility of an issue from start through to a successful resolution.
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
  • Ensure that supported customers accurately complete the approved work request with the date and time of submission.
  • Develop a sound understanding of IT operations and related applications and IT systems as well as business-related processes and procedures.
  • Develop technical knowledge of each system within the company profile and specialized knowledge of certain nominated areas.
  • Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
  • Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices, and procedures.
  • When the restoration is beyond the scope of the Service Desk Agent, escalate the issue/problem to proper tier 2 and 3 support team members.

Requirements

  • 2-5+ years of experience working in a field services support capacity, with specific experience in the configuration, implementation, and maintenance of IT assets (Laptops, Desktops, Peripherals), troubleshooting, and resolving any and all technical issues which require onsite service support.
  • Knowledge and practical experience troubleshooting and supporting local area data networking (hardware/software/protocols and best practices).
  • Knowledge of Incident Management, Service Request management, DEPOT model, etc.
  • Proficiency in Microsoft Desktop OS (domain environment), Desktop application-related configurations, troubleshooting, etc.
  • Knowledge of standard Microsoft Productivity Applications such as Microsoft Office and Outlook. Familiarity with all major web browsers including Google Chrome and Mozilla Firefox, EDGE, and IE, etc.
  • Working knowledge of Apple-MAC operating systems and devices configuration and troubleshooting.
  • Working knowledge of ServiceNow ticketing tool.

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