Technical support engineer

Job Title: Technology Engagement Lead (TEL)

Role Overview

The TEL is the site level service leader who bridges business stakeholders and IT operations. This role combines executive ready communication with hands on technical judgment, ensuring continuity, proactive engagement, and timely escalation. The TEL is expected to own outcomes, coordinate across BUSINESS towers, OEMs, and vendors, and maintain service momentum while instilling confidence in end users.

Core Capabilities & Expected Behaviours

• Communication & stakeholder engagement

o Executive ready presence with clear, concise business communication.

o Bilingual fluency (local language + English).

o Proactive updates, expectation management, and transparent reporting.

• Coordination & service ownership

o Drives issues to closure with accountability.

o Coordinates across multiple service towers, OEMs, and vendors.

o Tracks commitments, escalates early, and sustains delivery momentum.

• People handling

o Builds trust and credibility with users and stakeholders.

o De escalates frustration and facilitates cross team collaboration.

o Supports adoption of IT changes and balances competing priorities.

• IT understanding

o Strong grasp of EUC/workplace fundamentals (Windows/Mac endpoints, mobile devices, printers).

o Connectivity basics (LAN/Wi Fi troubleshooting, VPN access, IP/DNS awareness).

o Device/asset lifecycle knowledge (procurement, deployment, disposal).

o Ticket triage, evidence capture, and smart hands activity (rack/stack, cable checks, peripheral swaps).

• Continuity & governance

o Working knowledge of site continuity plans and critical contact networks.

o Familiarity with service metrics, escalation paths, PO/status controls.

o Participation in governance routines and compliance reporting.

• Technical escalation judgment

o Recognises when to stop troubleshooting and escalate to L2/L3 resolvers.

o Avoids unnecessary ticket bouncing by engaging the right resolver group.

o Applies structured triage to distinguish EUC issues from infra/network/application problems.

What the TEL is Not

• Not a replacement for a network, security, server, or application L3 engineer.

• Not a passive ticket dispatcher who only forwards issues.

• Not a traditional helpdesk analyst confined to incident queues.

• Not a line manager by default; people management strength here means mature stakeholder handling, coordination, influence, and service leadership.

Pay: $4,500.00 - $5,500.00 per month

Work Location: In person