IT Desktop Support- Hamilton – Bermuda

1 week ago

Hamilton, Ontario, Canada Axiom Technologies Full time $60,000 - $80,000 per year

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

Key Responsibilities:

Technical Support:

  • Provide on-site and remote support for desktops, laptops, printers, mobile devices, and related hardware/software.
  • Troubleshoot and resolve issues related to Windows, macOS, Office 365, networking, VPN, and other business-critical applications.
  • Assist with system setups, hardware deployment, and software installations.
  • Perform password resets, account unlocks, and basic user account administration.
  • Maintain documentation of technical procedures and known issues.

Dispatch & Coordination:

  • Monitor incoming support tickets and assign them based on priority, issue type, location, and technician availability.
  • Act as the central coordinator for all Desktop Support operations—ensuring efficient resource allocation.
  • Follow up on open tickets to ensure resolution and customer satisfaction.
  • Escalate complex or high-priority issues to senior engineers or other IT teams as needed.
  • Track SLA compliance and keep stakeholders informed of ticket status and updates.
  • Create shift handover reports and maintain accurate logs of ongoing issues.

Requirements:

Education & Experience:

  • Associate or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • 1-2 years of hands-on experience in a desktop support or helpdesk environment.
  • Experience with dispatching or coordinating IT support is a strong plus.

Technical Skills:

  • Proficiency in supporting Windows and Mac OS environments.
  • Familiarity with Microsoft Active Directory, Exchange, and Office 365.
  • Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
  • Understanding of networking basics (TCP/IP, DNS, DHCP, VPN).

Preferred Certifications:

  • CompTIA A+, Network+, or Security+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • ITIL Foundation (for process-oriented environments)

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to

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