Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally.
The Role
You will manage end users’ escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays, outages and quickly resolve ongoing issues with internal and external parties.
Perform 24-hours real-time monitoring shift schedule on organization’s business application, core systems and networks.
Provide direct user support by handling help desk or service desk escalations, collaborate within team or units to assess the situation, support a solution to the problem, and coordinate with external service providers, where necessary.
Assess helpdesk inquiries, execute ITSM workflow, take ownership as the escalation point of contact to support, resolve end users’ issues and assist in all IT systems project’s directives towards ticket closure.
Assist to create policies and procedures to ensure that the department operates effectively and reliably, including the developing of technical knowledge base and service level agreements (SLAs) for the help desk, service desk and customer support services.
Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems
Ability to manage time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure
Ideal Profile
Personal Attributes :
Strong analytical and problem-solving capabilities
Well organized and extremely detail-oriented
Strong customer service ethic and great communication skills, both oral and written
Passionate about delivering quality no matter what you are doing
Can work both independently and in a collaborative team-oriented environment
A self-starter, motivated to push the limits and think outside of the box
Fondness for solutions that are simple, elegant, and effective
Ability to work with and maintain confidential information
IT Skills and Qualifications
In-depth knowledge of :
Windows OS (Windows 7 & 10)
Microsoft Office & Office 365 applications
PC / Laptop hardware
PC / Laptop peripherals, including printers
Mobile devices
Basic knowledge of :
Active Directory
Apple OS
At least two of the following :
PC Laptop OEM Maintenance Certification
CompTIA A+ Certification
Microsoft Certified IT Professional (MCITP) certification in desktop area
Microsoft Office Specialist (MOS) certification
English and Cantonese Language Ability
Speaking Excellent
Writing Excellent
Reading Good
What's on Offer?
Excellent career development opportunities
Flexible working options
Work alongside & learn from best in class talent 
