IT Incident & Technical Support Engineer

The IT Incident & Technical Support Engineer (Level 2) is responsible for orchestrating the global incident management lifecycle while delivering advanced technical administration services to end users. This dual-capacity role ensures rapid restoration of critical services through end-to-end incident coordination and elevates user productivity by performing Level 2 support tasks—spanning provisioning, configuration, and troubleshooting—aligned with ITIL best practices and global standards.

Incident Management

• Lead and execute the end-to-end incident management process for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained.

• Coordinate multi-disciplinary response teams—spanning infrastructure, applications, security, and third-party vendors—to rapidly triage, resolve, and document incidents.

• Manage stakeholder communications, providing clear, timely, and audience-appropriate incident updates to regional IT leadership and business sponsors.

• Partner with Problem Management to perform root-cause analyses, identify systemic risks, and implement corrective action plans that reduce repeat incidents.

• Continuously refine incident workflows, playbooks, and escalation matrices to optimize responsiveness and operational resilience.

Level 2 Technical Support & Administration

• Serve as the escalation point for Level 1 support, resolving complex end-user issues related to hardware, software, network connectivity, and remote access.

• Provision and deprovision user accounts, mailboxes, security groups, and application entitlements via Active Directory, Microsoft 365 Admin Center, and identity management platforms.

• Install, upgrade, and troubleshoot business applications and peripherals, ensuring compatibility, security, and adherence to corporate standards.

• Execute password resets, permission audits, and group policy updates in accordance with security policies and compliance requirements.

• Serve as the escalation point to Level 3 specialists for the deployment, configuration, and maintenance of endpoint hardware and mobile devices—ensuring tasks such as OS imaging, patch management, and asset lifecycle tracking via MDM/Intune are executed by the appropriate technical experts.

• Escalate complex business application and peripheral installations, upgrades, and troubleshooting to Level 3 support, guaranteeing that compatibility, security, and corporate standards are upheld by dedicated senior engineers and field office IT professionals.

Collaboration & Continuous Improvement

• Mentor and guide field office IT staff on global support processes, fostering consistent service delivery and technical excellence.

• Develop and maintain comprehensive knowledge articles, standard operating procedures, and technical runbooks to accelerate incident resolution and promote self-service.

• Analyze incident and ticket metrics to identify trends, drive service optimizations, and report on SLA compliance and user satisfaction.

• Support deployment of monitoring and alerting solutions, integrating proactive notifications into the incident management framework.

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