Lead Tech Support Engineer: Incident Mastery

Trident Care; United States; On-site; USD 100,000 - 140,000; Full time

Job summary

Trident Care leads IT support as the primary escalation point for enterprise incidents, delivering expert troubleshooting and root-cause analysis across systems. You will mentor Tier 1/2 teams, shape support practices, and contribute to design and improvements of platforms and processes.

The role requires 6+ years in IT support with Tier 3 experience, strong Microsoft/Cloud skills, and ITIL foundations. Excellent communication and vendor coordination are essential for high-impact resolutions.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent).
• 6+ years in IT support, including 2+ years in senior or Tier 3.
• Deep expertise in system administration, networking, troubleshooting, and endpoint management.
• Experience with ITSM platforms like ServiceNow and managing major incidents.
• Proficient in log analysis, scripting (PowerShell), and diagnostics.
• Familiarity with Microsoft technologies, identity/access management, virtualization, and cloud (Azure, AWS).
• Strong communication with both technical and non-technical stakeholders.
• ITIL Foundation certification required; advanced certifications (e.g., MS-100, MS-101, MS-102, AZ-104, CompTIA Network+, CCNP) preferred.

Responsibilities

• Take ownership of critical incidents, system outages, and complex technical issues escalated from Tier 2 or directly by stakeholders.
• Conduct in-depth diagnostics, log reviews, and performance analysis across multiple systems and platforms.
• Lead root cause analysis efforts and implement sustainable solutions to prevent issue recurrence.
• Partner with infrastructure, applications, and security teams to troubleshoot cross-functional problems.
• Engage with third-party vendors and service providers for advanced support and escalated resolution efforts.
• Contribute technical insights to system architecture and design discussions when support-impacting changes are planned.
• Participate in the evaluation and optimization of support tools, systems, and workflows.
• Identify systemic issues and recommend enhancements to improve overall support effectiveness and system performance.
• Work closely with ITSM and operations leadership to align Tier 3 functions with organizational goals and service levels.
• Monitor ticket queues for escalations and ensure timely, accurate resolution of high-priority incidents.
• Produce regular reports detailing incident trends, escalated case resolutions, and opportunities for proactive support.
• Serve as a key escalation point for executive or high-visibility incidents, maintaining strong communication throughout the lifecycle.

Skills

System administration

Networking

Application troubleshooting

Endpoint management

Scripting PowerShell

Log analysis

Communication skills

Leadership

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Azure/AWS

Job description

Trident Care leads IT support as the primary escalation point for enterprise incidents, delivering expert troubleshooting and root-cause analysis across systems. You will mentor Tier 1/2 teams, shape support practices, and contribute to design and improvements of platforms and processes.

The role requires 6+ years in IT support with Tier 3 experience, strong Microsoft/Cloud skills, and ITIL foundations. Excellent communication and vendor coordination are essential for high-impact resolutions.