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.
