Service Desk Technician II at AXS

Frisco, Texas, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, TechnologyIndustries

Requirements

2-4 years of experience in IT Support or related position
Knowledge of Active Directory
Experience with Mac setup/troubleshooting
Understanding of O365
Understanding of Networking Concepts (TCP/IP, LAN/Wireless)
Intermediate technical expertise in supporting, maintaining, and troubleshooting a wide range of hardware, software, and endpoint systems in both Windows and macOS environments
Knowledge of enterprise IT environments, including identity and access management, device provisioning, and Office 365 administration
Strong familiarity with ITIL service management concepts and service desk operations, including incident escalation and documentation practices
Proven ability to take ownership of complex issues, follow through on resolution, and coordinate with cross-functional teams or vendors as needed
Excellent interpersonal and communication skills, with the ability to translate technical information for non-technical users and tailor support to various audiences

Responsibilities

Respond to Corporate IT service requests within defined SLAs, delivering timely and effective technical support to end users—including executives and VIPs—via in-person, phone, chat, or email channels
Serve as the first escalation point for complex technical incidents and service requests, resolving issues independently or coordinating with internal teams and vendors as needed
Provide high-level customer service to all end users, with special attention to executive support needs
Support onboarding and offboarding activities, including IT orientation, account provisioning, group permission updates, license assignments, and ensuring a seamless technology setup for new hires and departing employees
Manage the deployment and configuration of endpoint devices in accordance with established procedures, while identifying and implementing improvements to software deployment and asset tracking
Create, maintain, and update standard operating procedures, service desk documentation, and internal knowledge base articles to support consistent and effective IT service delivery
Promote adherence to ITIL service management principles and contribute to the adoption of industry best practices
Provide support for Office 365, including user account management, troubleshooting, and end-user education
Collaborate with cross-functional teams and external vendors to resolve escalated support cases and align technical solutions with business needs
Participate in the evaluation, testing, and implementation of new technologies, tools, and IT processes
Support the setup and maintenance of conference room technology, including audio/visual systems, video conferencing, and presentations

Skills

Key technologies and capabilities for this role

ITILService DeskTechnical SupportSLA ManagementIncident EscalationOnboardingOffboardingAccount ProvisioningExecutive Support

Questions & Answers

Common questions about this position

Is this a remote position or does it require office presence?

This information is not specified in the job description.

What salary or compensation can I expect for the Service Desk Technician II role?

This information is not specified in the job description.

What key skills are required for the Service Desk Technician II position?

Key skills include providing technical support within SLAs, Office 365 user account management and troubleshooting, ITIL service management principles, endpoint device deployment and configuration, and conference room AV systems support.

What is the company culture like at AXS?

AXS fosters a passionate, collaborative environment focused on improving fan experiences, with a team of smart, motivated people in technology and entertainment who value enthusiasm, big ideas, and teamwork.

What makes a strong candidate for this Service Desk Technician II role?

Strong candidates excel in high-level customer service especially for executives and VIPs, handle complex escalations independently, adhere to ITIL best practices, and contribute to process improvements like documentation and new technology implementation.

AXS

Global ticketing platform for events and analytics

About AXS

AXS is a global ticketing platform that utilizes integrated technology and analytics to power primary and resale marketplaces, offering best-in-class ticketing, marketing, and data technology for various events, from music clubs to major sporting events.

Los Angeles, CaliforniaHeadquarters

2011Year Founded

VENTURE_UNKNOWNCompany Stage

Consulting, Consumer Software, AI & Machine Learning, Consumer GoodsIndustries

201-500Employees