Desktop Support Engineer (Dispatch /On-call)

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 www.axiomtechnologies.com

We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Location: Oshawa, Ontario, Canada

Contract Type: Independent Contractor / (Dispatch /Part-Time)

Start Date: Immediate

Eligibility: Canadian Citizens and PR Holders Preferred

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly - either directly or by coordinating with other technicians - by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

Key Responsibilities:

3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or 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 ServiceNow and other data repositories (e.g. knowledge base) as appropriate 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

Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on

Follows the processes and practices established for the group

Coordination and consulting with client areas to help analyze problems and needs and recommend technical solutions

Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, and POS

devices, etc.

Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues

Handle software installation/support/upgrades

Provide 1st/2nd level Help Desk support

Perform basic LAN and internetworking-related activities

Have strong internetworking and troubleshooting skills

Have A+ certification & at least one certification from either Cisco or Microsoft

May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)

Must be a self-starter and can manage multiple tasks

Exceptional customer service skills

Good communication skills

Ability to work independently or as part of a team

Ability to complete tasks effectively with minimal supervision

Must be available to work flexible work schedules

High-level skill set

Outstanding people skills

Self-starter, needs to be able to work on his/her own

Proficient in Windows 10 & 11 and Office Suite/O365

How to Apply

Interested candidates are invited to send their resumes to: careers.ca@axiomtechnologies.com