Internal Tech Support Specialist

Axway Software SA•Scottsdale, AZ

1d•Onsite

About The Position

Axway is seeking a skilled Internal Tech Support Specialist to provide technical assistance and hardware/software support across our global team, including users in Europe and the USA. This role focuses on troubleshooting, hardware maintenance, and managing workstation setups (mobile and fixed) to ensure users have an efficient, seamless experience.

Requirements

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
A relevant bachelor’s or associate degree, or equivalent work experience, is desired
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

Responsibilities

Image deployment, software installation, initial configuration, and corresponding settings in the management tools (inventory, distribution, updates, antivirus)
Management of stock of hardware and 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 and 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