Lead Technical Support Engineer

Lead Tech Support Engineer is the highest technical escalation point within the IT Service Desk function, responsible for resolving the most complex, critical, or specialized issues affecting enterprise users and infrastructure. This role combines deep technical expertise with leadership and coordination skills, performing advanced troubleshooting, system analysis, and collaborating directly with vendors, system architects, and engineering teams to resolve high-impact incidents and implement long-term solutions.

As a technical leader, the Lead Tech Support  Engineer provides mentorship to Tier 1 and Tier 2 support teams, helps shape support practices, and contributes to the design and improvement of systems and support models. The ideal candidate is a seasoned IT professional with a passion for solving tough problems, optimizing systems, and elevating the service desk’s impact on enterprise operations.

Key Responsibilities:

Advanced Issue Resolution & Root Cause Analysis

Take ownership of critical incidents, system outages, and complex technical issues escalated from Tier 2 or directly by stakeholders.

Conduct in-depth diagnostics, log reviews, and performance analysis across multiple systems and platforms.

Lead root cause analysis efforts and implement sustainable solutions to prevent issue recurrence.

Collaboration with Engineers & Vendors

Partner with infrastructure, applications, and security teams to troubleshoot cross-functional problems.

Engage with third-party vendors and service providers for advanced support and escalated resolution efforts.

Contribute technical insights to system architecture and design discussions when support-impacting changes are planned.

System & Process Improvement

Participate in the evaluation and optimization of support tools, systems, and workflows.

Identify systemic issues and recommend enhancements to improve overall support effectiveness and system performance.

Work closely with ITSM and operations leadership to align Tier 3 functions with organizational goals and service levels.

Operational Reporting & Escalation Governance

Monitor ticket queues for escalations and ensure timely, accurate resolution of high-priority incidents.

Produce regular reports detailing incident trends, escalated case resolutions, and opportunities for proactive support.

Serve as a key escalation point for executive or high-visibility incidents, maintaining strong communication throughout the lifecycle.

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

6+ years of experience in IT support roles, including 2+ years in a senior or Tier 3 capacity.

Deep technical expertise in areas such as system administration, networking, application troubleshooting, and endpoint management.

Experience working with ITSM platforms (e.g., ServiceNow) and managing major incidents and escalations.

Proficient in log analysis, scripting (e.g., PowerShell), and systems diagnostics.

Familiarity with Microsoft technologies, identity/access management, virtualization, and cloud platforms (e.g., Azure, AWS).

Strong communication skills and ability to work effectively with both technical and non-technical stakeholders.

ITIL Foundation certification required; advanced certifications (e.g., MS-100, MS-101, MS-102, AZ-104, CompTIA Network+, CCNP) preferred.

Core Competencies:

Expert Technical Problem-Solving: Exceptional ability to troubleshoot and resolve high-complexity, high-impact IT issues.

Leadership & Mentorship: Capable of guiding technical teams and fostering a high-performance support culture.

Strategic Thinking: Contributes to system design and improvement with long-term service stability in mind.

Vendor & Cross-Team Collaboration: Skilled in navigating internal and external relationships to expedite resolution.

Process Improvement: Continuously identifies and drives improvements in tools, workflows, and systems reliability.

Accountability: Owns the outcome of escalated issues and ensures thorough resolution and documentation.