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: North York, Ontario, CA
Contract Type: Independent Contractor / Freelancer
Start Date: Immediate
Eligibility: Canadian Citizens and Permanent Residents Preferred
The Desktop Support Engineer (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 on-site 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
- Being French-speaking is nice to have
How to Apply
Interested candidates are invited to send their resumes to: [email protected]
