Job Description

Responsibilities

• Diagnose, troubleshoot, and resolve issues promptly, ensuring all problems are properly logged.
• Escalate unresolved issues to the appropriate internal teams following standard procedures.
• Coordinate with teams to understand user requirements and provide technical solutions.
• Monitor production systems, track incidents, and report errors or issues for resolution.
• Prioritize and manage incidents, ensuring quick resolution within Service Level Agreements.
• Act as the first point of escalation for high-priority incidents and supervise post-incident reviews.
• Make necessary configuration changes and provide user access as requested.

Requirements

• Have 4+ years of proven experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar role.
• Hands-on experience with ticketing tools such as ServiceNow, Jira, and Zendesk, as well as monitoring tools like Splunk, New Relic, Grafana, LogicMonitor, and Datadog.
• Experience working with CRM, MICROSOFT 365, Five9 softphone, Gamification (Noble).
• Hands-on experience with Windows/Linux/Mac OS environments
• Hands on experience in systems support help (Not infrastructure)
• Experience in scripting
• Excellent problem-solving and communication skills
• Most importantly - a critical thinker - Someone who can see if something is a known issue, needs to be escalated ASAP, or wait until tomorrow, etc - this will come with time but someone who thinks critically is key!
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Skills & Tools