Incident Technician- London, England (Full-Time)

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 .

Roles and Responsibilities:

• Technical Support & Troubleshooting Skills:Hardware troubleshooting: Diagnosing and resolving hardware-related issues in both Mac andWindows machines.Software troubleshooting: Diagnosing issues related to operating systems and softwareapplications.Performance optimization: Identifying and resolving performance issues on computers (e.g.,slow machines, memory issues).Mac support: In-depth troubleshooting and support for Mac OS, including issues with userprofiles, hardware components, and connectivity.Windows support: Providing comprehensive support for Windows OS, including troubleshootinghardware, OS issues, and application problems.
• Networking & Connectivity Knowledge:Network troubleshooting: Resolving connectivity issues related to local network, Wi-Fi, VPN,and troubleshooting connectivity issues.DHCP (Dynamic Host Configuration Protocol): Understanding DHCP scopes and how they assignIP addresses.VLAN (Virtual Local Area Network): Knowledge of VLANs and how they work in conjunction withDHCP.SMB protocol: Understanding how Macs support the SMB protocol and how to configure ortroubleshoot it, especially in cross-platform environments (Mac and Windows).
• Hardware Maintenance & Management:Hardware replacement: Knowledge of processes for diagnosing and replacing faulty hardwarecomponents, including the proper steps and any organizational processes involved.Asset management: Tracking and managing hardware assets, including decommissioning oldhardware in compliance with company policies.Incident management: Handling a high volume of incidents and efficiently resolving them orescalating when necessary.Backup and recovery: Ensuring data is backed up before hardware replacements or profiledeletions.
• System Configuration & Setup:Active Directory: Managing user accounts, especially regarding user profile setups(domain-bound and local accounts), account deletion, and retention processes.New joiner/leaver processes: Manage the onboarding and offboarding process for users,allocate assets, and ensure proper account and data management.Requirement for Incident Management:File sharing and network configuration: Understanding how Windows file sharing works on Mac(e.g., accessing Windows file shares via SMB).
• Processes and Compliance:Decommissioning process: Knowledge of how to properly decommission hardware and softwareassets, ensuring proper data deletion and retention procedures are followed.Incident and escalation management: Knowing when to escape issues, how to handleincidents, and keeping stakeholders informed.Data retention: Understanding company policies for data retention and deletion, particularlybefore decommissioning hardware or deleting user accounts.
• Customer Service & Communication:End-user support: Interacting effectively with users, understanding their issues, and providingclear solutions.Alternatives and workarounds: Providing users with alternate solutions when issues cannot beimmediately resolved, ensuring minimal disruption to their work.Documentation: Maintaining clear records of troubleshooting steps, incident resolutions, anduser requests for future reference.
• Tools & Technology:Ticketing systems: Familiarity with ticketing tools (such as ServiceNow) for tracking andmanaging incidents.SCCM (System Center Configuration Manager): Experience with managing and deployingsoftware updates, configurations, and patches using SCCM.Mac management tools: Knowledge of tools and systems used to manage Mac devices in anenterprise environment.

Experience in a similar role

• 4-6 years of relevant experience.
• Prior experience in a Financial Domain.

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