We are seeking an IT Operations Technical Support Engineer to provide technical-level support to vendors and internal stakeholders, including the build-out and support of new workflows. This role focuses on ensuring system reliability, efficient incident resolution, and continuous operational improvement.
Key Responsibilities
- Provide remote technical support to identify, troubleshoot, and resolve software and system issues.
- Access remote systems using tools such as PuTTY and WinSCP to retrieve logs, update files, and perform system-level diagnostics.
- Analyze system discrepancies and missing data by writing and executing SQL queries to identify root causes.
- Investigate and resolve complex issues through detailed log analysis and structured troubleshooting.
- Collaborate with development and engineering teams via the Jira ticketing system to resolve issues and implement permanent solutions.
- Maintain system stability and performance by performing cache updates and validating system consistency.
- Escalate unresolved or high-impact issues to appropriate internal teams with clear technical context.
- Identify and resolve software issues using Linux and AIX commands, SQL, and scripting languages such as Python.
- Manage and prioritize multiple open tickets concurrently to ensure timely and effective resolution.
- Automate repetitive operational and troubleshooting tasks across multiple POS systems to improve efficiency and reduce manual effort.
- Contribute to operational documentation and knowledge sharing to support consistent issue resolution.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Strong understanding of Linux and AIX commands, including file operations, permissions, and process handling.
- Ability to write ad-hoc SQL queries (DB2, MySQL, SQL Server).
- Experience analyzing system logs and troubleshooting production issues.
- Familiarity with environment variables and system configurations.
- Basic Microsoft Office skills.
- Knowledge of XML.
- Excellent written and verbal English communication skills.
Nice to Have
- Experience with Point-of-Sale (POS) systems.
- Python scripting experience.
- Exposure to Power Automate and Power BI.
Work Schedule
This position operates on a 24/7 support model with rotating shifts. Shifts are 8 hours per day, 5 days per week, and may include:
- 8:00 AM – 5:00 PM
- 4:00 PM – 1:00 AM
- 1:00 AM – 10:00 AM
- 10:00 AM – 7:00 PM
Workdays may fall between Monday and Sunday based on team scheduling.
