Junior Technical Support Engineer
Core
Real-time monitoring, incident triage, and coordination across technical and business teams to ensure operational continuity for a global healthcare leader.
Role type
Junior Technical Support Engineer (Incident Response)
Builds
Operational continuity and rapid issue resolution for critical systems and services
Domain
Healthcare IT Operations / Contact Center Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident response, crisis management, vendor coordination, IT operations, network monitoring, call center applications, system health monitoring, incident documentation, operational reporting, AI tool usage
Preferred skills
Amazon Connect, NICE CX-One, Python, Pindrop application, Azure, Google Cloud
Technologies
ServiceNow, Splunk, Dynatrace, Genesys, AWS, CxOne, Microsoft Copilot
Responsibilities
Monitor system alerts, performance metrics, and queue performance; Triage and prioritize incoming incidents; Coordinate resolution across IT, automation, software, business teams, and external vendors; Identify and escalate system anomalies and outages; Maintain detailed incident documentation; Prepare operational performance reports and summaries; Act as a liaison between technical teams, stakeholders, and vendors; Participate in daily standups, cross-functional meetings, and post-incident reviews; Leverage AI tools to improve productivity and automate tasks
Seniority
Junior, hands-on IC
