Technical Services Manager

Stefanini North America and APAC; United States; On-site; USD 75,000 - 110,000; Full time

Job summary

Stefanini North America and APAC is seeking a Level 3 technical support engineer to manage outages, incidents, and root-cause analysis, providing customer-facing guidance during complex problems.

You will lead post-resolution reviews, publish knowledge articles, and collaborate with technology teams to implement permanent fixes, leveraging strong communication and deep IT product knowledge.

Qualifications

• Excellent organizational skills
• Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
• Strong analytical/problem solving skills
• Troubleshooting and configuration skills
• In-depth knowledge of hardware and software
• Understanding of new systems and technologies
• Technical know how of IT products and services
• Excellent communication and customer service skills
• 5+ years' experience in providing technical support.

Responsibilities

• Manage the resolution of incidents related to outages or major disruptions to services where a coordinated effort is needed to achieve timely resolution
• Lead the post-resolution analysis of outages to identify their root cause and oversee the activities needed to address them permanently
• Manage the resolution of complex incidents escalated from the Technical Support Level 2 and other resolver teams
• Create and publish knowledge articles to assist teams during incident resolution
• Identify opportunities to improve service delivery and communicate with technology teams to implement

Job description

Details:

Job Description

The Level 3 team is an elevated support layer delivering the best-in-class technology support and responsible for Outage Management, Problem management and incident escalations. Individuals will be providing customer facing technical support to investigate more complex incidents and facilitate resources to resolve critical outages and restoring operational services. Excellent communication skills and strong in-depth technical experience with knowledge of IT products and services is crucial for this role.

Responsibilities:

• Manage the resolution of incidents related to outages or major disruptions to services where a coordinated effort is needed to achieve timely resolution
• Lead the post-resolution analysis of outages to identify their root cause and oversee the activities needed to address them permanently
• Manage the resolution of complex incidents escalated from the Technical Support Level 2 and other resolver teams
• Create and publish knowledge articles to assist teams during incident resolution
• Identify opportunities to improve service delivery and communicate with technology teams to implement

Job Requirements

• Excellent organizational skills with the ability to prioritize
• Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
• Strong analytical/problem solving skills
• Troubleshooting and configuration skills
• In-depth knowledge of hardware and software
• Understanding of new systems and technologies
• Technical know how of IT products and services
• Excellent communication and customer service skills
• 5+ years' experience in providing technical support.