What are the responsibilities and job description for the Internal Tech Support Specialist position at Axway Software SA?
Overview
We are seeking our new Internal Tech Support Specialist to join the Axway team!
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.
Location: Scottsdale, AZ
Onsite: 4-5 days onsite weekly
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
Technical Skills Utilized:
- 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
Qualifications
Education:
- A relevant bachelor’s or associate 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
Company Overview
Axway has been shaping the future of enterprise integration for over 25 years. We are recognized as global industry leaders, helping organizations drive digital transformation with secure, mission-critical software that powers impactful business outcomes.
As part of 74Software, we're backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of enterprise integration solutions.
Why Axway?
At Axway, we believe we're better together. We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact.
We offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.
Equal Opportunity Employer
We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.
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