Junior Technical Support Engineer

New

Skills

AI Tools Communication Skills Crisis Handling Dynatrace Genesys Engage Incident Management Network Operations ServiceNow Splunk Vendor Coordination

This role focuses on incident response and operational support within IT and contact center environments. The candidate should possess strong experience in incident management, crisis handling, vendor coordination, and network or command center operations.

Key Responsibilities
  • Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability.
  • Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors.
  • Track queue performance, call volumes, and overall system health using dashboards and analytics tools.
  • Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews.
  • Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation.
  • Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents.
  • Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.
Required Skills & Qualifications
  • 3+ years of experience in incident response, crisis management, and vendor coordination.
  • 3+ years of experience in IT operations, network monitoring, or command center environments.
  • Familiarity with tools such as ServiceNow, Splunk, and Dynatrace.
  • 2+ years of experience with Genesys Engage or cloud-based call center applications.
  • Excellent communication and teamwork skills.
  • Must be comfortable working on night shifts to support global clients.
  • Familiarity with AI tools such as Microsoft Copilot.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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