Senior ICT & AV Escalation Technician

Axiom Technologies is a global IT services partner that supports medium- to large-scale enterprises.

Job Summary

We are seeking a skilled and customer-focused 2nd-Line ICT & AV Support Technician to act as the key escalation point for all advanced IT and audiovisual support incidents. In this dynamic, multicultural environment, you will play a pivotal role in troubleshooting technical issues beyond first-line resolution, supporting network and workplace environments, providing hands-on support for digital workplace and AV technologies, and maintaining high service quality. This is an excellent opportunity for a solutions-oriented team player who thrives under pressure in an international setting.

Key Responsibilities

ICT & AV Support

• Serve as the technical escalation point for complex incidents not resolved by first-line support, performing in‑depth analysis, troubleshooting, and closure of tickets.
• Provide hands‑on in‑person support at the site for desktop, laptop, and AV equipment when remote solutions are insufficient.
• Install, configure, and maintain a wide range of end‑user equipment, including laptops, docking stations, peripherals, mobile devices, and AV systems.
• Perform preventive maintenance and routine testing on AV and videoconferencing equipment.
• Offer comprehensive support for videoconferencing solutions (Teams, Zoom, Skype for Business, WebEx), including setup, user training, live troubleshooting, and post‑event follow‑up.

Digital Workplace & Network Management

• Ensure full corporate network connectivity, including VPN, VLAN configuration, and remote‑access services.
• Assist with VOIP/PABX and mobile telephony (including Teams integration), troubleshooting and coordinating with central network teams where required.
• Support and document "smart hands" onsite activities related to switching, telephony, WiFi, and public internet.

Service Desk & Quality Control

• Coordinate with the Helpdesk team for seamless remote diagnostics and case follow‑up.
• Enforce ticket‑quality standards by reviewing ServiceNow records, correcting discrepancies, and mentoring local first‑line ICT staff.
• Generate regular incident reports, identifying trends and recommending service improvements.
• Contribute to improving the quality of knowledge base articles and technical documentation.

Required Qualifications & Skills

• Minimum 2 years of relevant work experience in a similar ICT support or AV environment (traineeships count).
• Strong technical knowledge of MS Windows, MS Office, and AV/presentation technologies in a business setting.
• Experience supporting network infrastructure and telephony: switches, PABX, Teams/VOIP, wireless networks.
• Familiarity with server tasks such as drive access, backup, DHCP (not full system administration).
• Excellent customer service orientation with outstanding communication and interpersonal skills.
• Analytical, resourceful, and solutions‑driven mindset.
• Able to assimilate new procedures quickly and work effectively under pressure.
• Organized, punctual, meticulous, and reliable.
• Comfortable working in an international and multicultural environment.

Preferred

• Knowledge or experience working in an ITIL service environment.
• Local language.
• Previous experience improving service desk processes or knowledge base documentation.

Working Conditions

• On‑site role at the host representation in a professional environment.
• Some travel to regional satellite sites is required.
• Standard business hours with some overtime as necessary.
• Occasional lifting of equipment (up to 25 lbs).