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.
We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Job Summary:
The End User Support L1 Engineer will be responsible for providing onsite IT support for desktops, laptops, operating systems, and related infrastructure. The role focuses on delivering first-level technical support, troubleshooting hardware and software issues, managing incident tickets, and ensuring smooth IT operations for end users. The engineer will also coordinate with backend support teams and service providers to maintain network connectivity, monitor system performance, and ensure compliance with service level agreements (SLAs). Additionally, the role includes supporting VIP/VVIP users and assisting with IT asset management, installations, and daily operational checks across multiple locations.
Scope
- Provide end-user infrastructure support for desktops, laptops, operating systems, and related environments.
- Monitor server status and coordinate with the backend technical support team or vendors as necessary.
- Offer hardware support, including installation and troubleshooting of workstations, laptops, network printers, and desktop printers.
- Maintain and manage a checklist of daily activities, which includes addressing end-user tickets and overseeing backup management.
- Conduct IT/MPLS link checks and liaise with service providers to ensure optimal connectivity.
- Monitor bandwidth utilization of network devices and report findings to the relevant service provider.
- Manage Wi-Fi connectivity for end-users.
- Review and action open tickets, providing prompt troubleshooting as required.
- Oversee the ticket lifecycle from initiation to closure, ensuring thorough user feedback is collected.
- Maintain the SLA matrix, as well as severity and categorization matrices for incidents.
- Escalate tickets that exceed predefined service level agreements.
- Ensure all activity details are accurately updated in the designated tool by respective support groups.
- Participate in planned activities, including incident management, additions, moves, and changes.
- Provide specialized support for VIP and VVIP users.
The resource will be primarily based at Horana and is required to visit the following locations on a weekly basis to provide onsite IT support:
- Walahapitiya
- Rathmalana
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@axiomtechnologies.com and Shivanshi.arya@axiomtechnologies.com and aryman.tyagi@axiomtechnologies.com