IT Technician Helpdesk

As an IT Technician Helpdesk at Axway, your primary responsibilities include troubleshooting both software and hardware incidents, providing user assistance with various devices, and configuring hardware systems. You'll also handle the deployment of images, initial configurations, and manage our inventory of equipment and accessories. Collaboration with team members across different regions is key, making communication skills vital in this role.

To qualify for the position of IT Technician Helpdesk at Axway, candidates typically need a BAC + 2 level education along with 3 to 5 years of experience in a similar support role, ideally within a multi-site international setup. Proficiency in English, both verbal and written, is essential, along with technical expertise in systems like MacOS, Windows 11, and various Microsoft Office applications.

For the IT Technician Helpdesk role at Axway, candidates should be well-versed in several technical environments including MacOS and Windows 11, as well as tools like Microsoft Teams, Outlook, and security solutions. Familiarity with systems like SCCM, WSUS, and experiences in troubleshooting different operating systems are also essential to meet the demands of this position.

Axway stands out as an exceptional workplace for an IT Technician Helpdesk due to its commitment to collaboration and cultural diversity. With a strong focus on innovation and providing the right environment for personal and professional growth, team members are encouraged to express ideas and work together towards common goals, ensuring a fulfilling career experience.

At Axway, support for the growth of IT Technician Helpdesk staff includes opportunities for professional development, access to training resources, and a collaborative work environment. Leadership encourages communication and teamwork, which fosters a culture of sharing knowledge and experiences, helping team members to grow within their roles and advance their careers.

When responding, focus on specific hardware issues you've encountered, the steps you took to diagnose the problem, and how you resolved it. Emphasize your technical skills and experience with devices that are part of the role at Axway.

Provide a detailed account of your experience with both operating systems, including any specific tasks you completed related to user support, software installation, or security setups. Highlight any certifications or training you've received.

Share your strategy for prioritizing support requests, such as assessing the urgency of issues, categorizing them based on impact, and using ticketing systems to manage workload effectively.

Emphasize your experience with communication tools and your ability to convey complex information clearly. Discuss any strategies you use to maintain engagement and collaboration with team members across different geographies.

Outline the process of planning and executing a software deployment, including testing the deployment in a controlled environment, staging the rollout, and monitoring for issues while ensuring proper user support.

Share a specific example that demonstrates your commitment to excellent customer service. Describe the situation, the actions you took, and the positive outcomes that resulted for the user or team.

Discuss the resources you utilize, such as technology blogs, webinars, or online courses, to keep your skills up to date. Share your passion for learning and how it relates to your effectiveness as an IT Technician Helpdesk.

Be honest about a challenge you’ve faced, but also highlight how you overcame it. This shows your problem-solving skills and your resiliency in a support environment.

Describe how collaboration is crucial in solving user issues, sharing knowledge, and improving processes. Emphasize your experience working in teams and how you value input from others.

Discuss techniques like active listening, setting clear expectations, and following up after issues are resolved. Share any metrics or feedback you've received that illustrate your success in maintaining user satisfaction.