Junior Technical Support Engineer

Overview

Junior Technical Support Engineer focused on real-time monitoring, incident triage, and coordination to maintain operational continuity and rapid resolution across enterprise systems and services.

What you'll do

• Monitor system alerts, performance metrics, queue performance, call volumes, and overall system health across platforms.
• Triage, prioritize, and manage incoming incidents using defined severity and priority frameworks.
• Coordinate incident resolution across IT, automation, software, business teams, and external vendors.
• Identify, investigate, and escalate anomalies, service degradation, and outages to appropriate teams and vendors.
• Maintain detailed incident and issue documentation, including timestamps, station IDs, and resolution details.
• Prepare daily, weekly, and monthly operational performance reports and incident summaries for audits/compliance.

What you'll need

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

Nice to have

• Knowledge of Amazon Connect and NICE CX-One.
• Basic knowledge of Pindrop application.

Details

• Location: Caloocan, Philippines.