Desktop Support Officer – Melbourne

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium- to large-scale enterprises globally.

Please visit our website for more information about what we do at www. axiomtechnologies. com

We are looking for an experienced

Deskside Technician – End User Computing (EUC) to provide onsite technical support to end users at corporate locations.

The role involves troubleshooting, repairing, installing, configuring, and maintaining end-user computing devices, peripherals, printers, mobile devices, and other workplace technologies.

The candidate will work closely with end users, remote support teams, vendors, and internal stakeholders to resolve incidents and service requests within defined SLAs.

Key Responsibilities

• Provide onsite L1/L2 deskside support to authorized users and ensure incidents and service requests are resolved within agreed SLAs.
• Troubleshoot and resolve issues related to desktops, laptops, monitors, docking stations, keyboards, mice, and other peripherals .
• Perform hardware installation, configuration, upgrade, repair, replacement, and preventive maintenance .
• Support new device imaging, configuration, deployment, and kitting , in coordination with the remote/L2 team.
• Perform

PC/System refresh activities on a regular basis.

• Provide software installation, troubleshooting, and break/fix support for end-user applications.
• Troubleshoot

LAN, WAN, Wi-Fi, network connectivity, file and print service issues.

• Support users with accessing corporate network resources and appropriate LAN segments.
• Provide support for network printers and scanners , including printer configuration, IP addressing, TCP/IP connectivity, and printer queues.
• Create, modify, and remove printer configurations and queues based on user requests and SLA requirements.
• Coordinate with

OEMs, print vendors, and MPS providers for warranty repairs and break/fix issues.

• Provide mobile device support , including basic configuration, assembly, and spare/loaner device management.
• Provide

VIP support for desktops, laptops, mobile devices, display screens, video conferencing systems, docking stations, communication devices, printers, scanners, and wireless connectivity.

• Provide hands-and-feet support for meeting room and AV equipment as required by remote/vendor teams.
• Provide hands-and-feet support for

IP telephony break/fix incidents .

• Manage spare pool and loaner inventory for end-user devices and mobile equipment.
• Coordinate with remote support/L2 teams for incidents requiring further technical investigation or escalation.
• Log, update, track, and close incidents and service requests in the

ITSM/problem management tool .

• Maintain accurate documentation of troubleshooting activities, resolutions, and asset details.
• Communicate technical information clearly to both technical and non-technical users .
• Provide regular and timely updates to customers, remote teams, vendors, operations, and other stakeholders.
• Proactively identify recurring issues and perform reactive troubleshooting to help prevent future incidents.
• Escalate unresolved issues to appropriate

L2/L3 teams, OEMs, or service providers and follow up until resolution.

• Perform other deskside support activities as required.
• Service Scope
• End User Hardware & Software
• Desktop and laptop support
• Peripheral support
• New device imaging/configuration/kitting
• Hardware break/fix and replacement
• OEM coordination for warranty repairs
• PC/System refresh
• Spare pool and loaner inventory management
• Local software installation and troubleshooting
• Basic device assembly/configuration
• Break/fix support
• Spare and loaner inventory management
• Printer & Scanner Support
• L1 troubleshooting
• Consumable replacement
• Printer/scanner connectivity support
• IP/TCP-IP configuration support
• Escalation to OEM/MPS providers for break/fix issues
• Meeting Room Support
• Hands-and-feet support for meeting room and AV equipment
• Coordination with remote/vendor teams for functional issues
• IP Telephony
• Basic onsite hands-and-feet support
• Break/fix incident assistance
• Coordination with remote support teams for resolution
• Required Skills
• Strong hands-on experience in

Deskside/Desktop/EUC Support .

• Good knowledge of

Windows OS , desktop/laptop hardware, peripherals, and troubleshooting.

• Experience with hardware break/fix, device deployment, imaging, and system refresh .
• Basic understanding of

LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP, and network troubleshooting .

• Experience supporting printers, scanners, mobile devices, and docking stations .
• Knowledge of

ITSM tools and incident/request management processes .

• Good understanding of

SLA-based support and incident escalation procedures .

• Strong customer service and communication skills.
• Ability to work independently in an onsite support environment.
• Good coordination skills with remote teams, vendors, OEMs, and internal stakeholders .
• Experience providing

VIP/Executive support will be an advantage.

• Preferred Experience
• Experience in an enterprise/corporate IT environment.
• Experience handling high-priority and VIP incidents.
• Experience working with OEMs and third-party support vendors.
• ITIL/ITSM knowledge or certification is preferred.
• Hardware & Software Troubleshooting
• End User Computing
• Customer Service
• Network Troubleshooting
• Printer & Peripheral Support
• Asset & Inventory Management
• SLA Management
• Problem Solving
• Communication Skills
• Job Features
• Job Category
• Technical
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