Career Opportunities: Technical Support Engineer

Job Description

Company Overview

Incedo is a US-based consulting, data science, and technology services firm with over 3000 people helping clients from our six offices across the US, Mexico, and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering, and life science & healthcare industries.

Working at Incedo will provide you an opportunity to work with industry-leading client organizations, deep technology and domain experts, and global teams. Incedo University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect, or a domain expert based on your skills and interests.

Our Mission is to enable our clients to maximize business impact from technology by:

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

• Provide 1st level of support
• Provide Level 1 technical support on Hardware, Software, Network etc.
• Should have working knowledge troubleshooting mail flow issues.
• Should be working knowledge of IAM process for onboarding and offboarding.

Incident & Service Request Management

• Oversee incident triage, assignment, and resolution across the team.
• Ensure all tickets are logged, prioritized, and resolved within defined SLAs.
• Act as an escalation point for critical or unresolved incidents.

Onboarding & Offboarding

• Ensure timely and accurate user provisioning/de-provisioning.
• Standardize onboarding/offboarding processes in alignment with compliance requirements.

SLA & Performance Management

• Monitor SLA adherence across incidents, requests, and changes.
• Prepare and present regular reports on performance metrics and trends.

Client Interaction & Stakeholder Management

• Act as the primary point of contact for client escalations and service reviews.
• Manage expectations and ensure client satisfaction through proactive communication.

Monitoring & Observability Oversight

• Supervise monitoring activities to ensure proactive detection of issues.
• Coordinate responses to alerts and ensure timely escalation where required.

Change Management

• Review and approve change requests within defined authority.
• Ensure the team follows change management processes to minimize disruption.

Process & Knowledge Management

• Drive improvements in service desk processes, tools, and workflows.
• Maintain updated documentation, SOPs, and knowledge base articles.

Reporting & Governance

• Contribute to governance meetings with insights on service desk operations.
• Provide input into audits and compliance reviews.

Continuous Improvement & Innovation

• Identify areas for efficiency improvements in service delivery.
• Implement automation or best practices to enhance service desk performance.

Collaboration

• Work closely with Infrastructure, Cloud, Application, and Security teams.
• Participate in transition and transformation initiatives for new clients or services.

Technical Skills

• Strong leadership and people management skills.
• In-depth knowledge of IT Service Management (ITSM) practices (Incident, Request, Change).
• Hands-on experience with Jira Service Management or similar ticketing systems.
• Familiarity with monitoring and observability tools (e.g., Splunk, Grafana, Datadog).
• Excellent communication, stakeholder management, and conflict resolution skills.
• Ability to work under pressure while maintaining SLA compliance.

Nice-to-have skills Qualifications

• Bachelors degree in IT, Computer Science, or related field (preferred).
• 3-4 years of IT Service Desk experience with at least 3 years in a team lead role.
• ITIL Foundation certification (mandatory; Intermediate/Practitioner preferred).

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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