Job Summary

The Senior Technical Support Engineer is responsible for delivering advanced technical support, managing complex enterprise environments, and ensuring high‑quality service delivery to internal and external stakeholders. This role requires strong analytical capabilities, deep technical expertise, and the ability to lead projects and customer engagements with professionalism and precision.

Key Responsibilities

Key Responsibilities
- Provide advanced troubleshooting and support across enterprise‑level IT systems, including software, server, virtual, and hardware environments.
- Analyze and resolve issues related to networking technologies such as TCP/IP, LAN, WAN, and Internet/Intranet systems.
- Lead end‑to‑end project execution, including planning, coordination, implementation, updates, go‑live support, and post‑deployment troubleshooting.
- Manage customer interactions with a strong customer‑focused mindset, ensuring clear communication, timely updates, and high satisfaction.
- Coordinate effectively with cross‑functional stakeholders to ensure seamless service delivery and issue resolution.
- Document technical findings, project details, and system information accurately in tools such as JIRA and internal knowledge repositories.
- Collect and analyze server‑level data to support project activities and validation processes.
- Support and handle medical device systems, ensuring compliance with operational and safety standards.
- Utilize tools such as JIRA, SQL, Excel, Box, Notes, and AI‑based applications to support daily operations and project tasks.
- Demonstrate adaptability and willingness to learn new technologies, including customer‑specific tools and platforms.
- Apply critical thinking and problem‑solving skills to diagnose complex issues and recommend effective solutions.
- Contribute to system validation activities and ensure adherence to quality and regulatory requirements.

Skill Requirements

Required Skills & Qualifications
- Strong understanding of enterprise IT architecture, including server, software, and network systems.
- Excellent verbal and written communication skills.
- Proven customer‑handling and stakeholder‑management capabilities.
- Strong documentation and organizational skills.
- Hands‑on experience with troubleshooting across software, hardware, and virtualized environments.
- Familiarity with JIRA, SQL, Excel, Box, Notes, and AI tools.
- Ability to work independently, lead initiatives, and manage multiple priorities.
- Knowledge of networking fundamentals and IT infrastructure concepts.
- Experience with medical device systems (preferred).
- Commitment to continuous learning and professional development.

Other Requirements

NA