Manages ticket queues and incident escalations reported via the Engage ITSM and monitoring systems
Assists in conducting root cause analyses for incidents and proposing preventive measures
Performs daily prioritization tasks, ensuring the right things are being worked on
Acts as the first point of contact for customers (internal and external) seeking technical assistance
Qualifies and documents problems raised by customers, including reproduction steps and investigation notes
Takes ownership of support issues and seeks closure while ensuring all relevant support procedures are followed to client satisfaction, Operational processes and Compliance
Escalates complex incidents to the relevant internal or external support team
Provides advice to customers on systems, products and services which are available to them
Maintains sound understanding of Engage products and the impact of any failure/problems
Handles support of service requests which relate to all technology including workstations, servers, printers, networks, and vendor specific hardware and software
Performs installation configuration and deployment of new and existing software in line with defined procedures
Participates in an out of hours support schedule
Supports the Applications Engineers by driving assigned Level 2 tickets to resolution
Performs other related duties as required

Bachelor's degree in Computer Science, Engineering, or a related discipline from an accredited institution
One to two years of experience in a related role with end-user facing responsibilities
Previous 1st line support experience or equivalent
Previous experience working with ITSM systems and support tools
Ability to describe technical solutions when communicating with other technologists
Experience with PHP frameworks and familiar with modern Javascript frameworks (React, Vue, or Angular)
Understanding of AWS cloud services and concepts such as S3, EC2, ECS, Lambda, and VPC
Understanding of MySQL database queries, shell scripting and Linux commands
Good understanding of SOC2/PCI and other audit/compliance standards
Experience with software deployment, Docker, Git, Bitbucket is an asset
Exceptional interpersonal, presentation, written and verbal communication skills
Detail-oriented with strong analytical and problem-solving skills
Excellent prioritization, organizational, and multitasking skills
Ability to adapt and navigate well through change

Technical Operations Engineer

Key skills