Junior Technical Support Engineer

Overview

Junior Technical Support Engineer responsible for monitoring and maintaining operational continuity through incident triage, escalation, and coordination across technical and business teams.

What you'll do

• Monitor system alerts, performance metrics, queue performance, call volumes, and overall system health.
• Triage, prioritize, and manage incoming incidents using defined severity and priority frameworks.
• Coordinate incident resolution with IT, automation, software, business teams, and external vendors.
• Identify, investigate, and escalate system anomalies, service degradations, and outages.
• Maintain detailed incident and issue documentation including timestamps and resolution details.
• Prepare daily/weekly/monthly operational performance reports and incident summaries for audits/compliance.
• Leverage AI tools (including Microsoft Copilot) to streamline communications and automate summaries.

What you'll need

• 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.
• 2+ years of experience with call center applications such as Genesys, AWS, or CxOne.
• Familiarity with tools like ServiceNow, Splunk, and Dynatrace.
• Ability to work in a fast-paced environment and multi-task across multiple communication paths.
• Familiarity with AI tools such as Microsoft Copilot, Azure, or Google.
• Basic knowledge of Python.

Nice to have

• Knowledge of Amazon Connect and NICE CX-One.
• Basic knowledge of Pindrop application.
• Familiarity with AI tools such as Azure or Google.

Details

• ATS location: All Cities, , Philippines.