Job Description

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

n

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.

n

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

n

Key Responsibilities

n

n
- Provide onsite L1/L2 deskside support to authorized users and ensure incidents and service requests are resolved within agreed SLAs.
n
- Troubleshoot and resolve issues related to desktops, laptops, monitors, docking stations, keyboards, mice, and other peripherals.
n
- Perform hardware installation, configuration, upgrade, repair, replacement, and preventive maintenance.
n
- Support new device imaging, configuration, deployment, and kitting, in coordination with the remote/L2 team.
n
- Perform PC/System refresh activities on a regular basis.
n
- Provide software installation, troubleshooting, and break/fix support for end-user applications.
n
- Troubleshoot LAN, WAN, Wi-Fi, network connectivity, file and print service issues.
n
- Support users with accessing corporate network resources and appropriate LAN segments.
n
- Provide support for network printers and scanners, including printer configuration, IP addressing, TCP/IP connectivity, and printer queues.
n
- Create, modify, and remove printer configurations and queues based on user requests and SLA requirements.
n
- Coordinate with OEMs, print vendors, and MPS providers for warranty repairs and break/fix issues.
n
- Provide mobile device support, including basic configuration, assembly, and spare/loaner device management.
n




- Provide VIP support for desktops, laptops, mobile devices, display screens, video conferencing systems, docking stations, communication devices, printers, scanners, and wireless connectivity.
n
- Provide hands-and-feet support for meeting room and AV equipment as required by remote/vendor teams.
n
- Provide hands-and-feet support for IP telephony break/fix incidents.
n
- Manage spare pool and loaner inventory for end-user devices and mobile equipment.
n
- Coordinate with remote support/L2 teams for incidents requiring further technical investigation or escalation.
n
- Log, update, track, and close incidents and service requests in the ITSM/problem management tool.
n
- Maintain accurate documentation of troubleshooting activities, resolutions, and asset details.
n
- Communicate technical information clearly to both technical and non-technical users.
n
- Provide regular and timely updates to customers, remote teams, vendors, operations, and other stakeholders.
n
- Proactively identify recurring issues and perform reactive troubleshooting to help prevent future incidents.
n
- Escalate unresolved issues to appropriate L2/L3 teams, OEMs, or service providers and follow up until resolution.
n
- Perform other deskside support activities as required.
n

n

Service Scope

n

End User Hardware & Software

n

n
- Desktop and laptop support
n
- Peripheral support
n
- New device imaging/configuration/kitting
n
- Hardware break/fix and replacement
n
- OEM coordination for warranty repairs
n
- PC/System refresh
n
- Spare pool and loaner inventory management
n
- Local software installation and troubleshooting
n
- Basic device assembly/configuration
n
- Break/fix support
n




- Spare and loaner inventory management
n

n

Printer & Scanner Support

n

n
- L1 troubleshooting
n
- Consumable replacement
n
- Printer/scanner connectivity support
n
- IP/TCP-IP configuration support
n
- Escalation to OEM/MPS providers for break/fix issues
n

n

Meeting Room Support

n

n
- Hands-and-feet support for meeting room and AV equipment
n
- Coordination with remote/vendor teams for functional issues
n

n

IP Telephony

n

n
- Basic onsite hands-and-feet support
n
- Break/fix incident assistance
n
- Coordination with remote support teams for resolution
n

n

Required Skills

n

n
- Strong hands-on experience in Deskside/Desktop/EUC Support.
n
- Good knowledge of Windows OS, desktop/laptop hardware, peripherals, and troubleshooting.
n
- Experience with hardware break/fix, device deployment, imaging, and system refresh.
n
- Basic understanding of LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP, and network troubleshooting.
n
- Experience supporting printers, scanners, mobile devices, and docking stations.
n
- Knowledge of ITSM tools and incident/request management processes.
n
- Good understanding of SLA-based support and incident escalation procedures.
n
- Solid customer service and communication skills.
n
- Ability to work independently in an onsite support environment.
n
- Good coordination skills with remote teams, vendors, OEMs, and internal stakeholders.
n
- Experience providing VIP/Executive support will be an advantage.
n

n

Preferred Experience

n

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

n

Job Features

n

Job Category

n

Technical

📌 Desktop Support Officer -Melbourne, VIC, Australia (Victoria)
🏢 Axiom Technologies
📍 Victoria