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Deskside Engineer- (Dispatch/On Demand Request)

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 We are looking for the 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 organisations desktop computing environment in a timely and accurate fashion to ensure optimal service delivery. Desk side Engineer RoleThis position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. This request is a fixed/scheduled visit for 3 working days in every week (Mon, Wed, Fri).Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. “Smart Hands” services and cooperation with subject matter experts to provide “eyes, hands and feet” in support of Networking Equipment, Servers, Telecoms and other IT related equipment. Duties include (but are not limited to):➢ Accurately testing, identifying, repairing, resolving, and documenting end user technical issuesfor basic desktop/laptop/workstation support, basic connectivity support (wired and wireless),PDAs, BlackBerrys and basic printer support. OS Windows, MAC.➢ Troubleshooting and resolving software issues. Ability to install, configure, reconfigure orreinstall software including remote support➢ Reimaging computers/hard drives in accordance with customer standards➢ IMACD function including installation and decommission according to the process.➢ Backing up and restoring settings and associated systems administration activities➢ Taking ownership of issues from end-to-end to reach a resolution for all appropriate requestsand incidents.➢ Categorize and prioritize end user support requests and service requests by utilizing ITSM –Service Now ticketing system to track tickets and provide up-to-date status and information.➢ Move equipment associated with escalated help desk incidents and service requests➢ Performing asset inventory activities as needed.➢ Trains and orients staff on use of hardware and software.➢ Recommends and / or performs upgrades on systems to ensure longevity.➢ Performs other duties as assigned. Desired Experience➢ At least >3 years of experience in the field or in a related area required➢ Dell/HP Certified Technician for ordering parts through OEM and parts replacement➢ Strong Microsoft Office skills (Outlook, Word, and Excel)➢ Strong Microsoft operating System installation and troubleshooting skills➢ Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers➢ Broad experience in IT related services with basic understanding of Networks, Intel Servers andTelecoms➢ Strong customer service skills➢ Ability to provide consistent, excellent customer support to entire staff, representing a variety ofpersonalities and management levels➢ Strong written and verbal communication skills➢ Must be detail oriented and self-motivating➢ Ability to successfully pass a background security check➢ Experience including remote control of PCs and video conferencing knowledge➢ Ability to successfully provide hardware/software/network problem analysis and resolutionsupport over the phone. Soft skill➢ Excellent communication and conversation skills both in local languages and English (verbal andwritten)➢ Good documentation skills➢ Great customer handling skills and high level of acceptance➢ Able to handle unforeseen situations➢ Able to improve when constructive feedback given Other preferred skills➢ Customer Focus -Personal dedication to providing high quality, superior service at all times withinterpersonal effectiveness.➢ Teamwork – Ability to integrate as a cross-functional, team player in a fast-paced environmentwhere all information is shared.➢ Ability to learn new information quickly and the willingness to do so at all times.➢ Technical Expertise➢ ITIL 3-/4 foundation certified or worked according to ITIL What next?  If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to @

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