Job Details

Overview:

In 2024, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Desktop Support Specialist II to join Axway's family. Are you ready? Join us now!!

Together, we can. Together, we will. Axway is an enterprise integration company that's been around for over 20 years to digitally transform businesses of all sizes with more than 11,000 customers in 100 countries. Axway revitalizes IT infrastructures to enable brilliant digital customer experiences to unlock new business innovation and capabilities. Axway puts companies on a secure, future-proof path for growth.

With Axway, you'll go far because we're better together. You'll exchange ideas with a culturally rich global community of over 1,550 members who connect remotely or show up onsite in every time zone. And you'll have the support and camaraderie of your Axway leadership and colleagues to remind you that you're not alone on your journey and have taken one more step forward every day. Together, we can accomplish anything. Learn more: www.axway.com.

In this context, and in collaboration with other members of the team in Europe and the USA, you will:
Provide Software and hardware troubleshooting and user support around the workstation (mobile / fixed / mobile / etc), and related systems and software
Hardware Maintenance :(memory / disk) and low-level (PC BIOS) configuration, accessories (headsets, keyboard, mouse, etc.)

• Image deployment, software installation, initial configuration, corresponding settings in the management tools (inventory, distribution, update, anti-virus)
• Management of stock of hardware, accessories
• Answer inquiries, both written and over the phone in a professional and empathetic manner, representing the company in a positive and proactive manner
• Respond to phone, email, and web ticket customer issues in a timely, accurate and consistent manner
• Provide troubleshooting assistance, problem replication / duplication
• Create knowledge base articles based on department guidelines to support customer self-help and call avoidance strategies
• Maintain current knowledge of relevant emerging technologies in the industry
• Safeguard Axway and Axway customer data through compliance with Axway policies and the appropriate use of Axway equipment and facilities

Technical skills:

• Usage of Windows 10, MacOS and Linux, Office365 - Admin, AD and Azure AD
• SMAX (ticketing tools)
• Asset Management
• Reporting tools, BO, BI, etc
• Excellent teamwork skills (including distance learning)
• Excellent personal and communication skills
• Dynamism and a sense of service related to the position are required
• Physical presence required in the office during normal business hours and occasionally outside of the normal business hours

Education:

• A relevant bachelor's or associates degree, or equivalent work experience is desired

Competencies:

• Minimum of 5 years experience in a similar position
• Excellent verbal and written communication skills
• Excellent customer service skills
• Ability to form effective interpersonal relationships with others at various levels of management and technical expertise
• Effective problem-solving skills
• Ability to work effectively in a dynamic, virtual environment
• Self-starting and self-motivated with a high level of initiative
• High level of ownership and accountability

Axway is an AA and EEO Employer

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