Lead Technical Support Engineer

TridentCare; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

TridentCare is seeking a Lead Tech Support Engineer to serve as the highest technical escalation point within IT Service Desk. You will resolve the most complex issues affecting enterprise users and infrastructure, mentor Tier 1–2 teams, and drive improvements in support models and system reliability.

The ideal candidate brings 6+ years in IT support, advanced troubleshooting, and strong collaboration with vendors and engineering teams.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 6+ years in IT support with 2+ years in a senior or Tier 3 capacity.
• Deep technical expertise in system administration, networking, and endpoint management.
• Experience with ITSM platforms (ServiceNow) and major incident management.
• Proficient in log analysis and scripting (PowerShell); familiar with Azure and AWS.
• ITIL Foundation certification; advanced certifications preferred.

Responsibilities

• Take ownership of critical incidents, outages, and complex technical issues escalated from tiers.
• Lead root cause analysis and implement sustainable, repeatable solutions.
• Collaborate with infrastructure, applications, and security teams to troubleshoot cross-functional problems.
• Mentor Tier 1–2 staff and contribute to the design and improvement of support models.
• Produce regular incident trend reports and communicate status to stakeholders.

Skills

Advanced troubleshooting

Leadership

Incident management

Log analysis

PowerShell scripting

Cloud platforms

Vendor collaboration

Communication

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

PowerShell

Windows Administration

Job description

Lead Tech Support Engineer is the highest technical escalation point within the IT Service Desk function, responsible for resolving the most complex, critical, or specialized issues affecting enterprise users and infrastructure. This role combines deep technical expertise with leadership and coordination skills, performing advanced troubleshooting, system analysis, and collaborating directly with vendors, system architects, and engineering teams to resolve high-impact incidents and implement long-term solutions.

As a technical leader, the Lead Tech Support Engineer provides mentorship to Tier 1 and Tier 2 support teams, helps shape support practices, and contributes to the design and improvement of systems and support models. The ideal candidate is a seasoned IT professional with a passion for solving tough problems, optimizing systems, and elevating the service desk’s impact on enterprise operations.

Key Responsibilities:

Advanced Issue Resolution & Root Cause Analysis

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.

Collaboration with Engineers & Vendors

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.

System & Process Improvement

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.

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

6+ years of experience in IT support roles, including 2+ years in a senior or Tier 3 capacity.

Deep technical expertise in areas such as system administration, networking, application troubleshooting, and endpoint management.

Experience working with ITSM platforms (e.g., "ServiceNow") and managing major incidents and escalations.

Proficient in log analysis, scripting (e.g., "PowerShell"), and systems diagnostics.

Familiarity with Microsoft technologies, identity/access management, virtualization, and cloud platforms (e.g., Azure, AWS).

Strong communication skills and ability to work effectively 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.

Core Competencies:

Expert Technical Problem-Solving: Exceptional ability to troubleshoot and resolve high-complexity, high-impact IT issues.

Leadership & Mentorship: Capable of guiding technical teams and fostering a high-performance support culture.

Strategic Thinking: Contributes to system design and improvement with long-term service stability in mind.

Vendor & Cross-Team Collaboration: Skilled in navigating internal and external relationships to expedite resolution.

Process Improvement: Continuously identifies and drives improvements in tools, workflows, and systems reliability.

Accountability: Owns the outcome of escalated issues and ensures thorough resolution and documentation.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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