Support Desk Engineer Level II

Axiom Technology Group is a full-service IT integration and managed services firm providing end-to-end technology and support solutions to businesses and IT professionals. Axiom’s Professional Services Team begins by partnering with clients to provide a wide variety of strategic planning, design, and executive consulting services. Axiom then assembles a committed team of Project Specialists to work with clients and internal IT departments implementing customized technology solutions. To ensure optimal benefits of the customized technology and continued client satisfaction, Axiom provides a dedicated Support Team to deliver ongoing individualized service to the customer.Axiom recruits and retains the best, most enthusiastic industry talent to create a progressive and collaborative culture. We hire individuals who share common goals, as well as a commitment to continue personal development.

• Provide Level I & II technical support via phone and email to clients
• Handle first call resolution while building strong customer relationships
• Efficiently analyze, diagnose, troubleshoot, and resolve technical issues at desktop, server, and network level – or engage further resources if needed
• Ensure that IT network is being maintained to satisfy client requirements including monitoring of system performance and identification of system enhancements
• Update security programs and administer password changes to prevent unauthorized access to privileged data and information
• Administer system back-up and restoration processes
• Manage user workstation/server accounts, permissions, messaging systems (email, instant message), anti-virus and anti-spam
• Document client issues and resolutions to maintain internal knowledge base
• Maintain an awareness of customer’s SLA and support efforts to stay within the boundaries of the SLA
• Participate in general meetings, company trainings, and orientation updates
• On-call rotation required
• Additional tasks assigned by Manager as needed

• Windows Desktop Operating Systems thru Windows 10
• Windows Server Operating Systems thru 2016
• Configuration and Administration of Active Directory and Group Policy Objects
• Administration of Exchange Servers thru 2019
• Office 365 Administration
• Networking including TCP/IP, Switching and Wireless
• Physical & Virtual Server Infrastructure

• Mobile Devices and Mobile Device Management (Blackberry, Windows Mobile, Android and iOS)
• Basic Configuration and Administration of HP, Dell, Cisco & Meraki Networking
• VLAN’s, Routing and Wireless
• VMware, Hyper-V, Microsoft Azure and Amazon Web Services
• SAN’s and Shared Storage
• SQL and Citrix experience a plus

• Must be able to work independently and in a team environment.
• Self-motivated and accountable to own client issues to resolution.
• Solid time management and organizational skills.
• Excellent verbal and written communication and professional interaction with diverse clients and colleagues
• Ability to work at client locations with respect to client’s work environment & staff.
• Sensible attitude when navigating challenging situations and frustrated clients.

• 2 or more years of post-education IT work experience
• Associates Degree in Computer Science, Information Technology or similar

• Call tracking / ticket management system, Autotask preferred
• Managed Services, IT Integration and/or Consulting experience
• Helpdesk Standards Methodology