Desktop Support Specialist II

Job description

Overview:
In 2021, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Desktop Support Specialist to join Axway's family. Are you ready? Join us now!!!

Together we can. Together we will. Axway is an enterprise integration company that's been around for over 20 years to digitally transform enterprises of all sizes - more than 11,000 in 100 countries at last count. Axway revitalizes heritage IT infrastructures to enable brilliant digital customer experiences, unlock new business innovation and capabilities, and put companies on a secure, future-proof path for growth.

You'll exchange ideas with a culturally rich global community of over 1,800 members who connect remotely or show up onsite in virtually every time zone on the planet. And you'll have the support and camaraderie of your Axway leadership and colleagues to serve as a reminder that you're not alone on your journey, and that every day, you've taken one more step forward. With Axway, you'll go far because we're better together. Learn more: (url removed).

In this context, and in collaboration with other members of the team in Europe and the USA, you will:

Provide Software and hardware troubleshooting and user support around the workstation (mobile / fixed / mobile / etc), and related systems and software

Hardware Maintenance :(memory / disk) and low-level (PC BIOS) configuration, accessories (headsets, keyboard, mouse, etc.)
• Image deployment, software installation, initial configuration, corresponding settings in the management tools (inventory, distribution, update, anti-virus)
• Management of stock of hardware, accessories

Responsibilities:
Answer inquiries, both written and over the phone in a professional and empathetic manner, representing the company in a positive and proactive manner

Respond to phone, email, and web ticket customer issues in a timely, accurate and consistent manner

Provide troubleshooting assistance, problem replication / duplication

Create knowledge base articles based on department guidelines to support customer self-help and call avoidance strategies

Maintain current knowledge of relevant emerging technologies in the industry

Safeguard Axway and Axway customer data through compliance with Axway policies and the appropriate use of Axway equipment and facilities

Qualifications:
Technical skills:

Usage of Windows 10, MacOS and Linux, Office365 - Admin, AD and Azure AD

SMAX (ticketing tools)

Asset Management

Reporting tools, BO, BI, etc…

Excellent teamwork skills (including distance learning)

Excellent personal and communication skills

Dynamism and a sense of service related to the position are required

Physical presence required in the office during normal business hours and occasionally outside of the normal business hours

Education:

A relevant bachelor's or associates degree, or equivalent work experience is desired

Competencies:

Minimum of 5 years' experience in a similar position

Excellent verbal and written communication skills

Excellent customer service skills

Ability to form effective interpersonal relationships with others at various levels of management and technical expertise

Effective problem-solving skills

Ability to work effectively in a dynamic, virtual environment

Self-starting and self-motivated with a high level of initiative

High level of ownership and accountability

Axway is an AA and EEO Employer

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