Information Technology Technical Support Specialist (IT Technical Support Specialist)

Job Description Job Description:
We are looking for an experienced and proactive Technical Support Engineer to provide enterprise-level support to Franklin Templeton employees. The Candidate should have expertise in day to day technology support and be able to diagnose and troubleshoot software/hardware problems and help the Associates to install and troubleshoot applications, hardware and programs.
You will be the face of technology support in this location, helping to support local users across a wide range of business functions. They will rely on you to provide timely and accurate solutions to their technical problems. Your Manager will be based in London and you will work alongside a wider EMEA and Global team, consisting of regional support teams, a global service desk and Remote Support team.
Roles & Responsibilities:

• Provide day to day desktop support to the business. Researching, diagnosing, trouble shooting and identifying solutions to resolve system issues on Laptop and Desktops on both OS & Hardware.
• Maintaining stock levels of equipment and inventories; seeking quotes from vendors and placing orders.
• Building and deploying end user hardware; from tablets and phones through to laptops and desktops.
• Working closely with wider team and HR to manage starters and leavers in local sites.
• Taking a proactive ownership of Tickets and Tasks assigned using ServiceNow.
• Asking customers targeted questions to quickly understand the root cause of the problem.
• Track computer system issues through to resolution, within agreed SLAs.
• Providing support to Associates through a series of actions, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues in a timely manner to appropriate internal teams (e.g. security/network/systems teams)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships within the team and customers

Technical Skills:

• Good knowledge of Windows client OS’ including, Windows 7,8 & 10.
• Knowledge of Windows Imaging/OS deployment using tools like WDS/MDT/SCCM/AutoPilot.
• Knowledge of Azure, especially intune and AAD.
• Experience of data centre management, including tape back up management.
• Hands-on experience on Hardware Troubleshooting skills and log the call with Vendor for hardware replacement.
• Knowledge on SCCM and Bitlocker.
• Good knowledge on system troubleshooting and application troubleshooting (Event log check, disk space checks and error/failure logs etc).
• Good knowledge of Active Directory 2008/2012 (DHCP, DNS and OU/GPO).
• Good Knowledge of Macintosh platform (10.8 onwards) and application installation.
• Good knowledge on Microsoft Office Products (Office-365/Office 2013).
• Good knowledge of Network concepts (VLANs, VPN, LAN, WAN & Wi-Fi)
• Basic skills on Printer support.
• Conference Room Audio & Video support.
• Good interpersonal skills in Vendor management.
• Solid stakeholder management.
• Knowledge of ITIL framework and best practices.

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Proven experience with Windows/Mac OS environments.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal to non-technical staff
• Graduate in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft or similar technologies is a plus

About Company We are committed to providing solutions that are simple to use and cost-effective, that meet the specific set of needs defined, and that are adaptable to meet future needs. Axiom is a global information technology, consulting and outsourcing company and services provider. Our IT solutions empower organizations and individuals throughout the world to maximize value and quality to succeed in today's challenging business environment. As a fast-growing new economy company, we focus our strengths to offer world-class solutions and services through the convergence of technology, innovation, expertise and experience. We provide software consulting, development and IT-enabled services to clients across the globe. We work towards delivering sustained value creation for customers, employees, industries and society at large. Core offerings include data warehousing, middleware development, product development and web-enablement of legacy applications in verticals like telecom, finance, healthcare, manufacturing, energy & utilities, retail & distribution, enablement of legacy Relentless exploration of technology horizons and a Global Delivery Model that is a judicious combination of onsite, offsite and offshore development, offer a complete range of high-ROI business solutions spanning the consulting, technology, operations and process outsourcing value chain.