Desktop Support Engineer; Independent Contractor

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

Location:

North York, Ontario, CA.

Contract Type:
Independent Contractor / Freelancer.

Start Date:

Immediate.

Eligibility:
Canadian citizens and permanent residents are preferred.

The Desktop Support Engineer (Full Time) role is responsible for providing first and second-level technical support, managing efficient assignment and dispatch of service requests, and ensuring end-user issues are resolved promptly by triaging tickets, prioritizing tasks and maintaining strong communication between IT and users.

• 3+ years of strong experience providing IT Infrastructure field support, including troubleshooting hardware, software, and operating system issues without impacting hardware warranty or violating customer security compliance requirements.
• Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests.
• Escalate issues as appropriate and act as a technical escalation for the end user.
• Maintain a high level of customer satisfaction.
• Comply with the desktop group practices and procedures.
• Update Service Now and other data repositories (e.g., knowledge base) in a timely manner.
• Identify technical and process issues and recommend improvements.
• Achieve target ticket volumes and ticket resolution levels.
• Responsible for compliance with applicable corporate policies and procedures.
• Maintain productive relationships with peers and management in IT and the client’s internal teams.
• Follow the processes and practices established for the group.
• Coordinate and consult with client areas to help analyze problems and recommend technical solutions.
• Perform intermediate-to-advanced IMAC (install, move, add, change) services: hardware roll-outs, refreshes, and other hardware deployment activities on PCs, laptops, printers, POS devices, etc.
• Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues.
• Handle software installation, support, and upgrades.
• Provide first and second level Help Desk support.
• Perform basic LAN and internetworking-related activities.
• Demonstrate strong internetworking and troubleshooting skills.
• Possess A+ certification and at least one certification from either Cisco or Microsoft.
• May have additional vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP).
• Be a self-starter capable of managing multiple tasks.
• Exhibit exceptional customer service, communication, and teamwork skills.
• Work independently or as part of a team, completing tasks effectively with minimal supervision.
• Be available to work flexible schedules.
• Possess a high-level skill set and outstanding people skills.
• Proficient in Windows 10 & 11 and Office Suite/O365.

• French speaking is a nice-to-have.

Interested candidates should send their resumes to .