Field Support Lead

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

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.

Key Responsibilities:

• End-to-end ownership of the KPI & SLA for PH Market. Actions & closure of RED /Amber
  measures working with the respective market FS Engineers for improvement and an action
  plan.
• Act as SPOC for any escalations for the PH market FRMs.
• Work with & monitor the day-to-day operations carried out by the FS Engineers in the PH
  markets FRMs.
• Prepare, review & present the WOR & MOR with the PH forums with FRMs, ensuring
  professional presentations, preparations, and closure of actions before escalations. Enable
  team further to support.
• Regular connect with FRM’s to update on actions and improvement plans if required.
• Daily review of Backlogs with FS on aging tickets & SLA.
• Lead oversight on Dispatch planning and Management.
• Shift Plan review & timely update to customer on FS availability for any changes.
• Any escalation or email on action required acknowledge ASAP, respond to FRMs within 24
  hours with a plan of action in line with Delivery team assurance.
• Additional efforts & Project effort planning review with Delivery Team if required.
• Ensure FS team in the PH Market adhere to HAM process – PAV, ticket updates & Stock
  management updates.
• KT & Handover for any new joiners with proper KT Plan and checklist
• Availability for any crucial support request 24/7 to facilitate for any operational delivery
  related request if required.

Qualifications Required:

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
Strong knowledge of Windows OS, Office 365, and basic networking concepts.
Familiarity with ticketing systems like ServiceNow, Zendesk, or JIRA.
Excellent communication and interpersonal skills.
Strong troubleshooting and problem-solving abilities.

Experience in a similar role

• 5+ year of experience in a desktop support, helpdesk, or IT technician role.

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 @