Junior Technical Support Engineer
Miratech
IndiaremotePosted 18 days ago
Skill Required
Technical-Support-EngineerIncident-ResponseIT-OperationsCommand-Center-OperationsContact-Center-EngineeringJunior-Support-EngineerJunior-Technical-SupportJunior-IT-Support-EngineerJunior-Support-EngineeringJunior-Support-AnalystJunior-Contact-Center-Support-EngineerJunior-Technical-Operations-EngineerTechnical-Support-InternTechnical LeadTechnical Support EngineerNetwork MonitoringSOCServiceNowautomationObservabilityanalyticsDatadogbuildingPythonAzureCloudandAIFulltime
Key highlights
- Competitive Pay and comprehensive benefits package.
- Minimum 3+ years incident response and crisis management experience required.
- Work From Anywhere remote‑work flexibility.
- Hands‑on experience with ServiceNow, Splunk, Dynatrace, and Genesys Engage is mandatory.
- Culture of Relentless Performance with 99% project success rate.
- Global impact: collaborate on projects for top worldwide clients.
Role overview
This role focuses on incident response and operational support within IT and contact center environments. The candidate will work in a fast‑paced setting, managing multiple communication channels, coordinating with vendors, and collaborating across teams, while leveraging AI tools such as Microsoft Copilot.
Responsibilities
- Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability.
- Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors.
- Track queue performance, call volumes, and overall system health using dashboards and analytics tools.
- Escalate outages or anomalies appropriately and participate in standups, war rooms, and post‑incident reviews.
- Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation.
- Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents.
- Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.
Requirements
- 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.
- Hands‑on experience with ServiceNow, Splunk, Dynatrace, and Genesys Engage or cloud‑based call center applications (2+ years).
- Ability to work in a fast‑paced environment and manage multiple communication channels simultaneously.
- Familiarity with AI tools such as Microsoft Copilot.
- Excellent communication and teamwork skills.
Nice to have
- Knowledge of Amazon Connect and NICE CXone.
- Familiarity with Azure or Google AI tools.
- Basic understanding of Python and Pindrop applications.
Benefits
- Culture of Relentless Performance with a 99% project success rate and >30% year‑over‑year revenue growth.
- Competitive Pay and Benefits including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture offering remote‑work flexibility.
- Growth Mindset opportunities: certification programs, mentorship, talent investment, internal mobility, and internships.
- Global Impact: work on projects for top global clients shaping industry futures.
- Welcoming Multicultural Environment with inclusive culture, open communication, and regular team‑building social events.
- Social Sustainability Values focusing on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
Additional details
- Miratech is an equal opportunity employer and does not discriminate based on protected characteristics.
- All applicant information will be kept confidential according to EEO guidelines.
- Miratech is a global IT services and consulting company supporting digital transformation for large enterprises, operating in 25 countries across 5 continents with nearly 1,000 full‑time professionals.
- Company founded in 1989 with an annual growth rate exceeding 25%.
- Originally posted on Himalayas.