Internal Technical Support

Job ID
Job Location
US-CA-Santa Clara


The Internal Technical Support Specialist will collaborate with other members of the team in Europe and the USA, to perform the following duties:

  • Software and hardware troubleshooting and user support around the workstation (mobile / fixed / mobile / etc), and related systems and software
  • Hardware Maintenance :(memory / disk) and low-level (PC BIOS) configuration, accessories (headsets, keyboard, mouse, etc.)
  • Image deployment, software installation, initial configuration, corresponding settings in the management tools (inventory, distribution, update, anti-virus)
  • Management of stock of hardware, accessories

The position will also serve as point of contact for facility question within Santa Clara site and contribute to positive relationships with employees and first level support in related fields: fixed and mobile telephony, conferencing tools, office automation, collaborative tools, and business applications.


  • 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, 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

Key Competencies

  • 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


  • Technical environment: Microsoft Office / Office 365 (including Skype for Business, OneDrive), Windows 7, Windows 10, Active Directory, Linux, MacOS, WSUS, PXE, WDS, SCCM
  • 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


  • College Degree (BS/MS) in Computer Science, Information Technology, Engineering or related field


Axway is an EEO and AA Employer


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