Junior Technical Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee system alerts, infrastructure, applications, and contact center platforms to maintain operational efficiency.

• Assess and manage incidents using defined severity frameworks.

• Facilitate incident resolution in collaboration with IT, automation, software, business teams, and external vendors.

• Monitor queue performance, call volumes, and overall system health through dashboards and analytical tools.

• Appropriately escalate outages or irregularities.

• Engage in standups, war rooms, and post-incident evaluations.

• Keep precise issue logs.

• Generate regular performance and incident reports.

• Assist with audit and compliance documentation.

• Act as a liaison between technical and business stakeholders during incidents.

• Utilize AI/Copilot tools to enhance productivity, communication, documentation, and operational workflows.

⛳️ Requirements

• A minimum of 3 years of experience in incident response, crisis management, and vendor coordination.

• At least 3 years of experience in IT operations, network monitoring, or command center settings.

• Knowledge of ServiceNow, Splunk, and Dynatrace.

• Over 2 years of experience with Genesys Engage or cloud-based call center applications.

• Capability to thrive in a fast-paced environment while managing multiple communication channels at once.

• Familiarity with AI tools, such as Microsoft Copilot.

• Strong communication and teamwork abilities.

• Understanding of Amazon Connect and NICE CXone is a plus.

• Familiarity with Azure or Google AI tools is a plus.

• Basic knowledge of Python and Pindrop applications is a plus.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship programs.

• An inclusive and supportive workplace culture.

• Regular team-building social events.

• Commitment to sustainable business practices that emphasize IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.