The Technical Support Engineer will work closely with engineering, cybersecurity, project, and customer IT teams to ensure systems are properly installed, configured, tested, secured, maintained, and supported throughout their operational lifecycle.
Coordinate incident communications, including SLA breaches, major application issues, and upstream/downstream disruptions, ensuring timely updates to teams and management.
Observability & Logging: Fluent in reading logs and traces using tools like Datadog, Splunk, ELK, or CloudWatch to locate failing components from user-reported issues.
Utilize tools such as SCCM, JAMF, Intune, Google Administration Console, and GoGuardian for investigating problems, collecting performance statistics, creating reports, and carrying out routine configuration, installation, and reconfiguration. Optimize performance and forecast resource needs.
Develop and maintain security policies, standards, and Business Continuity/Disaster Recovery (BCP/DR) plans. Coordinate with IT audits and track security findings to resolution.