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.


We are seeking a proactive and customer-focused

Level 1 IT Support Analyst

to join our team. The ideal candidate will provide first-line technical support to end-users, manage incident tickets, and ensure timely issue resolution while maintaining exceptional service standards.

IT Skills and Experience

Act as a Level 1 IT support Analyst, managing escalated tickets and problem tickets and providing expert advice on common tickets, both in person and remotely. Respond to incoming users' requests via phone, email, and ticketing system, providing efficient and courteous technical support. Diagnose and troubleshoot hardware, software, and network issues, guiding users through resolution steps clearly and understandably. Work at our Client's site/office as required to assist in troubleshooting IT issues, install new equipment, or complete Client Projects. Escalate complex issues to the appropriate internal teams while ensuring timely follow-up and issue resolution. Maintain accurate records of client interactions, technical issues, and resolutions in our CRM system. Collaborate with fellow team members to share knowledge and contribute to continuous improvement initiatives. Ensure that all technical incidents and requests are resolved within the defined SLAs. Create user accounts and configure hardware for all system networks. Correctly identifying Priority 1 and 2 incidents and acting on them in relation to Major Incident Network Management processes. Proactively work with end-users, service desk members, and the wider IT team members to identify solutions and mitigate common issues, all while contributing to the service desk knowledge base.

Personal Attributes:

Strong analytical and problem-solving capabilities. Well organized and extremely detail-oriented. Strong customer service ethic and great communication skills, both oral and written. Passionate about delivering quality no matter what you are doing. Can work both independently and in a collaborative team-oriented environment. A self-starter, motivated to push the limits and think outside the box. Fondness for solutions that are simple, elegant, and effective. * Ability to work with and maintain confidential information.