Desktop Support Officer

Axiom Technologies Group; Australia; On-site; AUD 60,000 - 86,000; Part time

Job summary

Axiom Technologies is an Australia-based provider of Managed IT solutions seeking an IT Helpdesk/Support Technician to diagnose and resolve software and hardware issues, assist with account setup and network configuration, and guide clients remotely via phone, email, or chat.

You will escalate complex problems to internal teams, log issues meticulously, and ensure services are fully functional after resolution. Two+ years of experience and Microsoft OS expertise are preferred.

Qualifications

• Two or more of the listed IT certifications are desired.
• Experience with Windows/Mac operating systems and MS Office tools.
• Strong troubleshooting and customer service skills.

Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution within agreed time limits.
• Talk clients through actions via phone, email, or chat until the issue is solved.
• Escalate unresolved issues to appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Refer to internal or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure IT systems are fully functional after troubleshooting.

Skills

Troubleshooting

Windows OS

Apple OS

SCCM

MS Office

Customer service

Phone/Email/Chat support

Education

MCITP (Desktop)

CompTIA A+

MOS Certification

MS Office Specialist

Tools

Active Directory

Exchange

SCCM

Printer drivers

Job description

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

Roles and Responsibilities:

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
• Properly escale unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

IT Skills and Experience

• Desired Experience:
• Computer OS/Peripherals troubleshooting
• Handling Different PC Operating Systems ( Windows 7/8 and 10)
• Performing Hardware Software Installation ( understanding of deployment tools like SCCM)
• Basic knowledge of SOE and group policies
• Printer support
• Good knowledge of MS Office tools installation & troubleshooting
• 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

Personal Attributes:

• Excellent End-user computing skills.
• Good knowledge of Infrastructure support.
• Strong analytical and problem-solving capabilities
• Well-organized and extremely detail-oriented
• Strong customer service ethic and great communication skills, both oral and written
• Passionate about delivering quality no matter what you are doing
• Can work both independently and in a collaborative team-oriented environment
• A self-starter, motivated to push the limits and think outside of the box
• Fondness for solutions that are simple, elegant, and effective
• Ability to work with and maintain confidential information

In-depth knowledge of:

• Windows OS (e.g. XP, Vista, Windows 7, 10)
• Microsoft Office applications
• PCLaptop hardware
• PCLaptop peripherals, including printers
• Mobile devices

Basic knowledge of:

• Active Directory
• Exchange
• Apple OS
• SCCM

IT Qualifications

At least two of the following:

• PCLaptop OEM Maintenance Certification
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in the desktop area
• Microsoft Office Specialist (MOS) Certification

Industry

• Information Technology & Services

Employment Type

Contract