Miratech - Junior Technical Support Engineer
19 hours ago
Job Description :Miratech is seeking a skilled Technical Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry.The Technical Support Engineer serves as the nerve center of enterprise operations, responsible for real-time monitoring, incident triage, and coordination across technical and business teams.This role ensures operational continuity, rapid issue resolution, and proactive risk mitigation across critical systems and services.Responsibilities :- Monitor system alerts and performance metrics across infrastructure, applications, and contact center platforms.- Triage incoming issues using structured severity and priority frameworks.- Coordinate resolution efforts across IT, automation, software, and business teams.- Track queue performance, call volumes, and system health using dashboards and analytics tools.- Escalate anomalies and outages to appropriate teams and vendors.- Participate in daily standups and war room sessions to assess and resolve high-priority incidents.- Maintain detailed issue logs including timestamps, reporter details, station IDs, and error messages.- Generate daily/weekly/monthly performance reports and incident summaries.- Support audit and compliance documentation efforts.- Serve as a liaison between technical teams, business stakeholders, and external vendors to drive collaboration for restoration/resolution for outages.- Facilitate incident communication and ensure timely updates to impacted parties.- Participate in cross-functional meetings to align on priorities and post-incident reviews.- Use of AI/Copilot to enhance productivity, streamline and improve communications, and automate summarizations needed for meetings on outages to include documenting corrective actions, symptoms and troubleshooting.- May be used adhoc for various inquiries and to assist in building new productivity tools.Qualifications :- 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.- 2+ years of experience with call center applications like Genesys, AWS, CxOne.- Familiarity with tools like ServiceNow, Splunk, Dynatrace.- Ability to work in a fast-paced environment, while being able to multitask through multiple communication paths.- Familiarity with AI tools such as Microsoft Copilot, Azure or Google.- Excellent communication and teamwork skills.Nice to have :- Programming skills like Python. (ref:hirist.tech)
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