Technical Support Engineer

5+ years of experience in a Global Service Desk, Technical Support Center (TSC), Enterprise Monitoring Services (EMS), IT Help Desk, NOC, or Customer Support environment.

Proven experience providing support through voice, chat, email, remote support, and monitoring platforms.

Strong expertise in troubleshooting Windows operating systems, POS systems, enterprise applications, retail store technologies, hardware, peripherals, and networking concepts.

Experience working with ticketing and monitoring tools such as ServiceNow, Jira, Remedy, SolarWinds, Dynatrace, Splunk, SCOM, New Relic, or similar platforms.

Strong understanding of Incident Management, Major Incident Management, Problem Management, and Service Desk Operations.

Experience managing critical incidents, driving bridge calls, coordinating resolver groups, and communicating with stakeholders.

Advanced knowledge of SLA management, ticket lifecycle management, escalation procedures, and operational reporting.

Hands-on experience in enterprise monitoring, event correlation, alert management, and proactive issue identification.

Strong analytical and problem-solving skills with the ability to identify root causes and implement preventive actions.

Knowledge of ITIL framework and service management best practices.

Experience supporting retail environments, POS systems, store technologies, and enterprise applications is preferred.

Ability to mentor junior analysts and provide guidance during complex troubleshooting scenarios.

Strong verbal and written communication skills with the ability to interact with business leaders and technical teams.

Experience preparing operational reports, service reviews, and performance dashboards.

Ability to manage multiple priorities and perform effectively in a fast-paced 24x7 support environment.