Axxys Technologies, Inc. (www.axxys.com) is a provider of managed IT services, consulting and voice solutions for businesses across the Dallas Fort Worth Metroplex. For more than 25 years, Axxys has delivered the region’s best service and support for network design, security, monitoring, virtualization, unified communications, remote access, backup/disaster recovery solutions, as well as public/private or hybrid cloud. Axxys is a CompTIA accredited business and carries the CompTIA Security Trustmark and holds premiere or partner certifications with VMWare, Microsoft, Watchguard, Allworx, Cisco, Apple, Citrix, and many more industry leading manufacturers.

The Support Technician is responsible for remote and/or onsite service and support needs for our clients. This relates to all technology, including: workstations, servers, printers, networks, cloud, and vendor specific hardware and software. There are various roles within the support team focused on remote support, field support, project support, escalation support and technical account management.

Essential Duties and Responsibilities:                                         

• IT support relating to technical issues involving core business applications, as well as environments built on Cisco, Microsoft, and VMware
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, Azure, Office 365, etc...
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, VDI, and Citrix
• System documentation to include system reviews and recommendations
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes. 
• Exceed expectations for service delivery to clients

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc...
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as it occurs
• Work through a daily schedule in ConnectWise that has been established through the dispatch process
• Enter all work as service tickets into ConnectWise
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
• Continuous education for personal and professional growth

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Field. Project, or Escalation Support:

• Professional IT Certifications: Microsoft MCITP/MCSE and Cisco CCNA 
• Experience in virtualization, storage, security, or cloud technologies a plus
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Remote Support:

• Professional IT Certifications: CCENT or CompTia A+/N+
• Experience in virtualization, storage, security technologies a plus
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Department: Technical Services            Reports to: Team Lead or Vice President of Technical Services

Information submitted will be kept confidential according to EEO guidelines.