Job Description

What You Will Do

  • Serve as the primary point of contact for internal support requests through platforms such as ServiceNow or Jira.
  • Provide Tier 2/Tier 3 troubleshooting for hardware, software, network, and operating system issues across Windows, macOS, and Linux environments.
  • Diagnose, resolve, and escalate incidents related to system performance, access, or connectivity in alignment with SLA targets.
  • Collaborate with Engineering, Networking, Quality, and Reliability teams to resolve complex technical issues and ensure seamless escalation workflows.
  • Monitor system alerts and dashboards, proactively identifying potential issues before they affect operations.
  • Create and maintain detailed knowledge base articles, SOPs, and runbooks for recurring incidents and preventive maintenance. Convert Field Engineering training documents into user- and trainer-friendly SOPs
  • Responsible for training new hires and existing team members o...

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