Incident Technician
Full Time
Onsite
Job description
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:
● 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.
● 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 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.
● 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).
● 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 escalate 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.
● 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.
● 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
What next?
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