Senior IT Support Tech (Onsite)

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

The Senior IT Support Technician is responsible for end user support for Axon's Dietzenbach Germany facility. This role serves as the first line of contact for on-site and remote users seeking technical help and their responsibilities involve a high focus on customer service with a mix of technical expertise and collaboration with various team members. This role will work closely with system administrators, engineers, security, management & leadership, and vendors. You will successfully diagnose and resolve a high percentage of user-reported technical issues efficiently and accurately while demonstrating the ability to apply logical and systematic approaches to identify root causes and implement effective solutions.

What You’ll Do 
Location: 100% Onsite at our new Dietzenbach, Germany Facility
Reports to: Sr Manager, US IT Support Ops

• Triage tickets, serve as escalation POC (Tier 1 and tier 2 techs), Global Tech support - Australia, Vietnam. 
• Set up and maintain assets in brand new facility in Frankfurt, Germany
• Facilitate second line IT Support for Axon users through any and all intake channels and peer escalations
• Accept ownership for all IT endpoints at Germany Facility
• Manage IT inventory at Germany Facility
• Provide remote hands and monitoring assistance to our infrastructure team 
• Identify opportunities to improve efficiency or service quality through process change or automation
• Approach all support opportunities within the guidelines of both IT and InfoSec policies

What You Bring

• Must speak German and English fluently
• Working knowledge of networking in a corporate environment 
• Preferred Certifications: A+ Network essentials and COMPTia
• 3 years of on the job experience
• Thorough understanding and experience using Core Enterprise IT systems such as Service Now, JAMF, Ivanti, BeyondTrust, Zoom, Okta, O365, Active Directory
• Positive desk-side manner and interactions with users
• Actively studying using tools like Pluralsight or other certification tracks 
• Consistently works in a way that is in line with our audit and infosec policies that does not result in the creation of any new audit operational findings
• Communicate and troubleshoot effectively with users without sacrificing customer service.
• Strong problem-solving abilities, capable of analyzing complex issues, identifying root causes, and implementing effective solutions.
• Must be self motivated to enhance skills, contribute ideas, and seek out opportunities for improvement without constant supervision.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices

 

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

 

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Li