Miratech - Junior Technical Support Engineer

Job Description :

Miratech is seeking a skilled Technical Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry.

The Technical Support Engineer serves as the nerve center of enterprise operations, responsible for real-time monitoring, incident triage, and coordination across technical and business teams.

This role ensures operational continuity, rapid issue resolution, and proactive risk mitigation across critical systems and services.

Responsibilities :

• Monitor system alerts and performance metrics across infrastructure, applications, and contact center platforms.
• Triage incoming issues using structured severity and priority frameworks.
• Coordinate resolution efforts across IT, automation, software, and business teams.
• Track queue performance, call volumes, and system health using dashboards and analytics tools.
• Escalate anomalies and outages to appropriate teams and vendors.
• Participate in daily standups and war room sessions to assess and resolve high-priority incidents.
• Maintain detailed issue logs including timestamps, reporter details, station IDs, and error messages.
• Generate daily / weekly / monthly performance reports and incident summaries.
• Support audit and compliance documentation efforts.
• Serve as a liaison between technical teams, business stakeholders, and external vendors to drive collaboration for restoration / resolution for outages.
• Facilitate incident communication and ensure timely updates to impacted parties.
• Participate in cross-functional meetings to align on priorities and post-incident reviews.
• Use of AI / Copilot to enhance productivity, streamline and improve communications, and automate summarizations needed for meetings on outages to include documenting corrective actions, symptoms and troubleshooting.
• May be used adhoc for various inquiries and to assist in building new productivity tools.

Qualifications :

Nice to have :

(ref : hirist.tech)