Job Description

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.








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 careers.uae@axiomtechnologies.com