Desktop Support L1

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritising tasks, and maintaining strong communication between IT and users.

Key Responsibilities

 One to three (1-3) years of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.  Constantly monitor individual queues to resolve routine and non-routine desktop issues and requests  Escalate issues as appropriate and act as a technical escalation for the end user  Maintain a high level of customer satisfaction  Comply with the desktop group practices and procedures  Update ServiceNow and other data repositories (e.g. knowledge base) as appropriate in a timely manner.  Identify technical and process issues and recommend improvements  Achieve target ticket volumes and ticket resolution levels  Responsible for compliance with applicable corporate policies and procedures  Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on  Follows the processes, practices established for the group  Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions  Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll- outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.  Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues  Handle software installation/support/upgrades  Perform basic LAN and internetworking related activities  Have strong internetworking and troubleshooting skills  Have A+ certification & at least one certification from either Cisco or Microsoft  May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)  Must be a self-starter and can manage multiple tasks  Exceptional customer service skills  Good communication skills  Ability to work independently or as part of a team  Ability to complete tasks effectively with minimal supervision  Must be available to work flexible work schedules  High-level skill set  Outstanding people skills  Self-starter, needs to be able to work on his/her own  Proficiency in Windows 10 & 11 and Office Suite/O365

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 careers.us@axiomtechnologies.com