Key Roles & Responsibilities:
Provides expert-level technical support for escalated issues involving hardware, software, enterprise systems, and infrastructure.
Leads major incident resolution efforts, coordinating with other IT functions and communicating with stakeholders.
Defines and enforces best practices for support workflows, ticket handling, documentation, and escalations.
Collaborates with engineering, infrastructure, and security teams to align support efforts with systems design and operational goals.
Oversees technical onboarding and lifecycle management for complex user environments and sensitive roles.
Develops internal tools, scripts, or automation to improve support delivery and response times.
Coaches and mentors junior and mid-level support engineers to build technical depth and service consistency.
Tracks and analyzes support metrics to identify trends and proactively reduce incident frequency.