Axiom Technologies is a Global IT Services partner supporting medium to large scale enterprises. Please visit our website for more information about what we do at .
Roles and Responsibilities
- Technical Support & Troubleshooting Skills
- Hardware troubleshooting: diagnose and resolve hardware-related issues in both Mac and Windows machines.
- Software troubleshooting: diagnose issues related to operating systems and software applications.
- Performance optimization: identify and resolve performance issues on computers (e.g., slow machines, memory issues).
- Mac support: in depth troubleshooting and support for Mac OS, including issues with user profiles, hardware components, and connectivity.
- Windows support: provide comprehensive support for Windows OS, including troubleshooting hardware, OS issues, and application problems.
- Networking & Connectivity Knowledge
- Network troubleshooting: resolve connectivity issues related to local network, Wi Fi, VPN, and other connectivity problems.
- DHCP: understand DHCP scopes and how they assign IP addresses.
- VLAN: knowledge of VLANs and how they work in conjunction with DHCP.
- SMB protocol: understand how Macs support the SMB protocol and how to configure or troubleshoot it, especially in cross platform environments.
- Hardware Maintenance & Management
- Hardware replacement: knowledge of processes for diagnosing and replacing faulty hardware components, including required steps and organizational procedures.
- Asset management: track and manage hardware assets, including decommissioning old hardware in compliance with company policies.
- Incident management: handle a high volume of incidents and efficiently resolve or elevate when necessary.
- Backup and recovery: ensure data is backed up before hardware replacements or profile deletions.
- System Configuration & Setup
- Active Directory: manage user accounts, user profile setups (domain bound and local accounts), account deletion, and retention processes.
- New joiner/leaver processes: manage onboarding and offboarding for users, allocate assets, and ensure proper account and data management.
- Incident Management requirement: understand file sharing and network configuration; know how to access Windows file shares via SMB on Mac.
- Processes and Compliance
- Decommissioning process: know how to properly decommission hardware and software assets, ensuring data deletion and retention procedures are followed.
- Incident and escalation management: know when to elevate issues, how to handle incidents, and maintain stakeholder communication.
- Data retention: understand company policies for data retention and deletion, particularly before decommissioning hardware or deleting user accounts.
- Customer Service & Communication
- End user support: interact effectively with users, understand their issues, and provide clear solutions.
- Alternatives and workarounds: provide users with alternate solutions when problems cannot be immediately resolved, minimizing disruption.
- Documentation: maintain clear records of troubleshooting steps, incident resolutions, and user requests for future reference.
- Tools & Technology
- Ticketing systems: familiarity with tools such as ServiceNow for tracking and managing incidents.
- SCCM: experience managing and deploying software updates, configurations, and patches using SCCM.
- Mac management tools: knowledge of tools and systems used to manage Mac devices in an enterprise environment.
Experience in a Similar Role
- 4 6 years of relevant experience.
- Prior experience in a financial domain.