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 www.axiomtechnologies.com.
Job Description
The L2 OSS Engineer is a key technical resource, providing higher-level support and problem
resolution for complex issues that cannot be handled by the L1 support team. They are
responsible for ensuring the stability and reliability of on-site IT infrastructure and services.
Key Responsibilities
Advanced Technical Support: Provide second-level support for escalated issues, including
in-depth troubleshooting and problem-solving for hardware, software, and network-
related incidents.
Project Implementation: Participate in the planning and execution of IT projects, ensuring
successful deployment and integration of new technologies and systems.
Service Improvement: Analyze recurring problems to identify root causes and implement
permanent solutions to enhance service quality and user satisfaction.
Training and Mentoring: Offer guidance and training to L1 support engineers and end-
users, promoting best practices and knowledge sharing.
Vendor Coordination: Liaise with external vendors and service providers to resolve
complex issues and maintain service level agreements.
Incident Management: Oversee the incident management process, ensuring timely
resolution and communication with stakeholders.
Documentation and Reporting: Maintain accurate documentation for system
configurations, changes, and incident reports. Provide regular reports on incident trends
and service performance.
Requirements
A minimum of 3 years of experience in IT support, with a focus on on-site support services.
Strong technical knowledge of IT infrastructure, including hardware, software, and
network systems.
Excellent problem-solving and analytical skills.
Ability to work independently and manage multiple tasks simultaneously.
Strong communication and interpersonal skills, with the ability to interact effectively with
team members and end-users.
Relevant certifications in IT support and service management are preferred.
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
