Technical Engineer

JOB SUMMARY

Tech Engineer serves as a subject matter expert in technical support operations, ensuring the optimal performance of the organization's IT infrastructure through advanced troubleshooting, incident management, and team oversight. This role involves leading escalated technical resolutions, mentoring Tech Engineers, performing complex onsite and remote support, and providing guidance for preventive maintenance and incident management processes. The Sr. Tech Engineer maintains a high standard of customer service, ensures SLA compliance, and contributes to the continuous improvement of support services across all business units.

DUTIES AND RESPONSIBILITIES

• Provide 1st and 2nd Level Phone, Email, Chat, and Self-Service support for software, hardware, and network issues.
• Advanced technical troubleshooting and system diagnosis.
• ITSM platform experience, ticket management, and SLA reporting.
• Respond to and resolve customer requ...