Senior Tech Support Lead & Incident Architect

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

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.