Senior Support Technician

Datum Technologies Group; Alpharetta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Datum Technologies Group seeks a Senior Level 2 Onsite Support Engineer to own complex investigations, drive RCA and problem management, and raise the capability of the wider support team.

You will partner with engineering, vendors, and stakeholders to deliver reliable services while mentoring engineers and supporting executive and VIP users in enterprise environments.

Qualifications

• 5–10+ years in senior Level 2 support or equivalent.
• Experience with enterprise ITSM platforms (ServiceNow).
• Strong incident, problem, and change management knowledge.
• Experience guiding and mentoring engineers.
• Ability to handle senior stakeholders and critical users.
• Proven ability to troubleshoot complex issues in enterprise environments.

Responsibilities

• Lead technical investigations for complex, recurring, high-impact issues.
• Act as the senior escalation point within the Level 2 support team.
• Drive Root Cause Analysis (RCA) and Problem Management activities.
• Identify recurring issues and deliver long-term solutions.
• Mentor and support other engineers.
• Proactively identify opportunities to improve service quality, efficiency, and user experience.
• Partner with engineering teams, vendors, and stakeholders to deliver excellent support services.

Skills

Troubleshooting

Root Cause Analysis

Problem Management

Incident Management

Stakeholder comms

Mentoring

Coaching

Leadership

ServiceNow

Customer focus

Tools

ServiceNow

Job description

• This role focuses on complex technical challenges, major incidents, problem management, service improvement, and raising the capability of the wider support team. You'll be expected to:
• Lead technical investigations for complex, recurring, and high-impact issues.
• Act as the senior escalation point within the Level 2 support team.
• Drive Root Cause Analysis (RCA) and Problem Management activities.
• Identify recurring issues and deliver long-term solutions.
• Mentor and support other engineers.
• Proactively identify opportunities to improve service quality, efficiency, and user experience.
• Partner with engineering teams, vendors, and stakeholders to deliver excellent support services.

Technical Expectations

• As the senior technical member of the Level 2 Onsite Support team, you will be expected to:
• Act as the highest technical escalation point within Level 2.
• Lead investigation and resolution of technical issues that cannot be resolved by other engineers.
• Provide technical challenge, guidance, and direction when working with engineering teams and technology specialists.
• Support executive and VIP users with professionalism, discretion, and confidence.
• Raise the technical capability of the wider team through coaching, mentoring, and knowledge sharing.
• Maintain a broad understanding of modern workplace technologies and their interaction within an enterprise environment.
• 5-10+ years of experience

What We're Looking For

We're looking for someone with strong technical capability, sound judgement, and a genuine desire to make things better. You may currently be a:

• Hands-on Team Lead within a smaller organization
• Senior Level 2 Support Engineer
• Endpoint Engineer
• Workplace Technology Engineer

You are likely to be regarded as one of the strongest technical performers in your current team and someone colleagues turn to when dealing with the most challenging issues. Essential Experience

• Experience supporting modern workplace technologies in an enterprise environment.
• Proven ability to troubleshoot and resolve complex technical issues.
• Experience working with ITSM platforms such as ServiceNow.
• Strong understanding of Incident, Problem, and Change Management principles.
• Experience supporting senior stakeholders and business-critical users.
• Ability to balance technical depth with customer focus and business awareness.

Who Will Succeed in This Role?

• The ideal candidate is someone who:
• Takes ownership without being asked.
• Naturally identifies opportunities for improvement.
• Enjoys solving difficult technical and operational problems.
• Leads through influence rather than authority.