Senior IT Smart Hand Support (Full-time)

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 Senior IT Smart Hnad solution to complement our clients’ data centre operations department. 24 x 7 on-premise Smart-Hand coverage is planned for both data centres to successfully meet its business objectives.

Sr. IT Smart Hand service will provide responsive, hands-on service and support for technical issues that arise on-site at the data centre’s location.

This assistance will enable our client to allocate its resources towards strategic projects and initiatives, thereby freeing up time and effort.

With the help of the Senior IT Smart Hand Support we can manage Smart-Hand Support assistance, and routine tasks can be streamlined, allowing the internal data centre team to prioritize urgent initiatives and dedicate their efforts.

Role and Responsibility

• Attend conference calls with the Client
• Coordinate and manage workload & scheduling of all resources.
• Coordinate with the Client on administration of building activities, communication, and procurement
• Shipping / Deliveries
• Site Access
• Ordering Supplies
• Ensure adherence to the Client’s SOP and Security Procedures by all personnel.
• Process Documentation and Run Book Support
• Monthly KPI Reports
• Track, resolve and update incident / request / change tickets within the SLA’s.
• DCIM Management (Inventory Maintenance, Updating Customer Database)
• Equipment / Infrastructure Move, Add, Changes
• Servers, Switches, Cabinets, Power, etc.
• Equipment, Power & Patch Cable Labeling
• Cabling and wire management
• Ringing Out / Testing of Copper and Fiber Optic Cables
• Testing of carrier circuits
• Copper and Fiber Cable Patching
• Roughing-In and Dressing of Uplink Cables
• Power / Data Cable Dressing Within Cabinets, Underfloor & Overhead
• Cable Tracing (if needed), Installation & Removal (Underfloor & Overhead)
• Onsite Technical Assistance and Troubleshooting
• Perform daily visual site inspections and identify / report any issues.
• Installation of Hardware Kits and Device Upgrades
• Interface Card Installation, Removal & Configuration
• Power-Cycling a Router, Server or Switch, Soft-Booting a Server
• Replacing Hot-Swappable HDDs and Redundant Power Supplies or Fans
• Provide Visual Verifications to Assist with Remote Troubleshooting
• Provide Digital Photographs of any equipment or infrastructure upon customer demand.
• Adding, Removing or Verifying a Demarcation

IT Skills and Experience

• Computer OS / Peripherals troubleshooting
• Handling Different PC Operating Systems ( Windows 7 / 8 and 10)
• Performing Hardware Software Installation ( understanding of deployment tools like SCCM)
• Basic knowledge of SOE and group policies
• Printer support
• Good knowledge of MS Office tools installation & troubleshooting
• Excellent customer service and people skills
• Field experience supporting a variety of technologies and services
• Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems
• Ability to manage time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure

Personal Attributes :

• Excellent End-user computing skills.
• Good knowledge of Infrastructure support.
• 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 of the box
• Ability to work with and maintain confidential information

In-depth knowledge of :

• Windows OS (e.g. XP, Vista, Windows 7, 10)
• Microsoft Office applications
• PC / Laptop hardware
• PC / Laptop peripherals, including printers
• Mobile devices

Basic knowledge of :

• Active Directory
• Exchange
• Apple OS
• SCCM

IT Qualifications

At least one of the following :

• Diploma in IT or Bachelors Degree in IT
• PC / Laptop OEM Maintenance Certification
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in the desktop area
• Microsoft Office Specialist (MOS) Certification

Experience in a similar role

5+ years of relevant experience.

What next?

If you are looking for the next challenge in your career and wish to apply for this role, please forward your resume to @.