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 and
  Windows machines.
  Software troubleshooting: Diagnosing issues related to operating systems and software
  applications.
  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 user
  profiles, hardware components, and connectivity.
  Windows support: Providing comprehensive support for Windows OS, including troubleshooting
  hardware, 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 assign
  IP addresses.
  VLAN (Virtual Local Area Network): Knowledge of VLANs and how they work in conjunction with
  DHCP.
  SMB protocol: Understanding how Macs support the SMB protocol and how to configure or
  troubleshoot it, especially in cross-platform environments (Mac and Windows).
  
• Hardware Maintenance & Management:
  Hardware replacement: Knowledge of processes for diagnosing and replacing faulty hardware
  components, including the proper steps and any organizational processes involved.
  Asset management: Tracking and managing hardware assets, including decommissioning old
  hardware in compliance with company policies.
  Incident management: Handling a high volume of incidents and efficiently resolving them or
  escalating when necessary.
  Backup and recovery: Ensuring data is backed up before hardware replacements or profile
  deletions.
  
• 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 software
  assets, ensuring proper data deletion and retention procedures are followed.
  Incident and escalation management: Knowing when to escape issues, how to handle
  incidents, and keeping stakeholders informed.
  Data retention: Understanding company policies for data retention and deletion, particularly
  before decommissioning hardware or deleting user accounts.
  
• Customer Service & Communication:
  End-user support: Interacting effectively with users, understanding their issues, and providing
  clear solutions.
  Alternatives and workarounds: Providing users with alternate solutions when issues cannot be
  immediately resolved, ensuring minimal disruption to their work.
  Documentation: Maintaining clear records of troubleshooting steps, incident resolutions, and
  user requests for future reference.
  
• Tools & Technology:
  Ticketing systems: Familiarity with ticketing tools (such as ServiceNow) for tracking and
  managing incidents.
  SCCM (System Center Configuration Manager): Experience with managing and deploying
  software updates, configurations, and patches using SCCM.
  Mac management tools: Knowledge of tools and systems used to manage Mac devices in an
  enterprise environment.

Experience in a similar role

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

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