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Advanced Technical Support Professional
1 week ago
Axiom Technologies supports medium to large-scale enterprises with our IT services expertise. We offer advanced technical support for complex IT infrastructure and services.
Job Description
The L2 OSS Engineer provides higher-level support and problem resolution for complex issues that cannot be handled by the L1 support team. They ensure the stability and reliability of on-site IT infrastructure and services.
Responsibilities
- Troubleshooting and Problem-Solving: Provide second-level support for escalated issues, including in-depth troubleshooting and problem-solving for hardware, software, and network-related incidents.
- Project Execution: Participate in the planning and execution of IT projects, ensuring successful deployment and integration of new technologies and systems.
- Service Quality Improvement: Analyze recurring problems to identify root causes and implement permanent solutions to enhance service quality and user satisfaction.
- Training and Guidance: Offer guidance and training to L1 support engineers and end-users, promoting best practices and knowledge sharing.
- Vendor Communication: Liaise with external vendors and service providers to resolve complex issues and maintain service level agreements.
- Incident Resolution: 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.
