Desktop Support Engineer – (Pasadena) -California, United States of America

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 .

The Field Support Engineer will be responsible for the installation, configuration, and troubleshooting of network infrastructure hardware and software. This position supports a broad range of IT hardware and software.

The selected professional will work with end users on issues related to physical workstations, including laptops, desktops, peripherals, and network devices. The individual should also be well-versed in remote troubleshooting and remote desktop support, as well as physical hardware inventory.

In addition, they will serve in a client-facing role to carry out imaging and deploying desktop equipment, fielding onsite escalations from the service desk, supervisor, and customer.

Responsibilities

1. Install, maintain, and repair company and multi-vendor systems, including hardware, software, and networking products as well as operating systems.
2. Diagnose and resolve hardware performance issues, make decisions regarding replacing existing user workstation equipment, and carry out the entire product replacement process.
3. Take responsibility for potential or desired follow-up services or problem escalation.
4. Contribute directly to the implementation of new company service solutions or short projects as per the supervisor’s directives.
5. Conduct Video Conferencing meetings and Dry-run tests as needed.
6. Manage all IT assets, including tagging in/out existing and new IT assets as they are rolled out to end users.
7. Ensure the best possible experience when setting up new user equipment, performing onsite testing to ensure access to equipment and applications.
8. Maintain a friendly presence and helpful attitude; demonstrate good interpersonal skills and ability to work well with others.
9. Exhibit good problem-solving skills; visualize problems and think abstractly to solve them.
10. Handle a constantly changing flow of traffic; remain productive during slow times and multitask effectively during busy times.
11. Address hardware and application support queries and issues reported to the Field Services team.
12. Take ownership and responsibility of issues from start to successful resolution.
13. Escalate issues and involve experts whenever required to resolve issues quickly.
14. Ensure that supported customers accurately complete the approved work request with the date and time of submission.
15. Develop a sound understanding of IT operations and related applications and IT systems.
16. Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
17. When restoration is beyond the scope of the Service Desk Agent, escalate the issue/problem to proper tier 2 and 3 support team members.

Requirements

1. 2 – 5+ years of experience in a field services support capacity, with specific experience in the configuration, implementation, and maintenance of IT assets (Laptops, Desktops, Peripherals).
2. Knowledge and practical experience troubleshooting and supporting local area data networking (hardware/software/protocols and best practices).
3. Knowledge of Incident Management, Service Request Management, DEPOT model, etc.
4. Proficiency in Microsoft Desktop OS (domain environment) and desktop application-related configurations.
5. Working knowledge of Apple-MAC operating systems and device configuration and troubleshooting.
6. Familiarity with the ServiceNow ticketing tool.

What next?

If you are looking for the next challenge in your career and wish to apply for this role, please forward your resume to .