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Desktop Support Engineer (Full-time)

Axiom Technologies
Ottawa, ON

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Détails du poste

Occasionnel

Compétences

Soutien bureautique
Réparation d'ordinateurs
Déploiement de logiciel
LAN
Analyse d'affaires
Amélioration des processus
Windows
Microsoft Office
Matériel informatique
Priorisation des tâches
Service à la clientèle
Orientation axée sur le service à la clientèle
Support réseau
Service Now
Soutien à la clientèle
Consultation auprès de la clientèle
Gestion des ordres de travail
Compétences en communication
Interaction avec les clients
Coordination d'équipe
CompTIA A+

Description complète du poste

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 www.axiomtechnologies.com

We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Location: Kelowna, British Columbia, CA
Contract Type: Independent Contractor
Start Date: Immediate
Eligibility: Canadian Citizens and PR Holders Preferred

The Desktop Support Engineer in a full-time 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, prioritizing tasks, and maintaining strong communication between IT and users.

Key Responsibilities:

3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
Constantly monitor the individual queue 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 and practices established for the group
Coordination and consulting with client areas to help analyze 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, and POS

devices, etc.

Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues
Handle software installation/support/upgrades
Provide 1st/2nd level Help Desk support
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
Proficient in Windows 10 & 11 and Office Suite/O365

How to Apply

Interested candidates are invited to send their resumes to: [email protected]

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