Support Engineer

• Act as an escalation point for the L1 support team, providing advanced problem-solving for diverse software and hardware systems.
• Work on higher urgency and high-priority escalations.
• Shepherd Problem Management and Root Cause Analysis for the IT Services team, providing guidance to junior team members.
• Actively participate in enhancing the ticket platform for improved efficiency.
• Participate in change management and identify areas of risk for the IT Services team, actively mitigating risks.
• Identify trends and repeated issues proactively, contributing to ongoing improvements.
• Conduct onboarding and offboarding while ensuring proper policy and procedure adherence by junior technicians.
• Provide mentorship to L1 Technical Support Engineers from both technical and operational standpoints.
• Take ownership of the ITS knowledge base, updating and creating articles for long-term improvement, policies, and operational workflow.
• Handle and resolve any escalations that come from the L1 Support team.
• Manage and monitor IT services tickets to maintain service levels and quality control.
• Steward shift left, knowledge identification, and creation.
• Handle approximately 10-15 issues daily.
• Mostly remote role but may require in-office support based on need, potentially 1-3 days a week.

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