IT Support Officer L2 (Executive Support) – United Kingdom, London

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at www.axiomtechnologies.com.

VIP 2nd Line IT Technical Support Engineer (Executive & Director Level Support/Win10/O365/VOIP/AV) is urgently required by our Global IT Services Company for an initial 6 months rolling contract, to be based in London, England.

Roles and Responsibilities:

• Providing technical on-site, face to face VIP IT support, working on a Tech Bar, within a BAU environment, including installation, troubleshooting, problem resolution and maintenance.
• The role itself encompasses managing Tech Deck, fault calls, service requests and planned changes, VOIP telephony support, High level AV support, VIP Support, Smart-Hands support and manning the Tech Bar.
• Experience of supporting as many of the following as possible: Windows 7 & 10, MS Office 2010/2013/2016/365, Skype for Business, VOIP, PC/Laptop builds, OS configuration, AD administration, hardware repair.
• Must have extensive VIP & Executives level support experience
• Responding to customer questions regarding operation and malfunctions.
• Advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction
• Proven track record of problem ownership & resolutions, as well as working with product authority, external vendor support teams/third parties.
• Must have a broad background in hardware support for both laptops & mobile phones (iOS/Android)
• BAU, face to face IT hardware & software support experience.
• Excellent client facing experience.
• Provides end to end user support, advice and guidance around Document recovery, Emails & Personal Folder recovery, Data management, Mobile Managed Provisioning / User Support.
• Responds to customer questions regarding operation and malfunctions.
• Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end user.

IT Skills and Experience

• Windows 7 & 10, MS Office 2010/2013/2016/365
• Hardware support for both laptops & mobile phones (iOS/Android)
• Knowledge of Active Directory and DHCP, DNS.
• VIP IT support, working on a Tech Bar, within a BAU environment
• VOIP telephony support, High level AV support, VIP Support
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English and excellent in communication skills
• Customer-oriented and cool-tempered

In-depth knowledge of:

• Windows OS (e.g. XP, Vista, Windows 7, 10)
• Microsoft Office applications
• PCLaptop hardware
• PCLaptop peripherals, including printers
• Mobile devices

IT Qualifications

At least two of the following:

• Bachelor of Engineering – Computer Science, Bachelor of Technology – Computer Science, Master of Computer Applications
• ITIL qualification
• MCP certification

Experience in a similar role

• 3-4+ years of relevant experience.

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.uk@axiomtechnologies.com