Junior Technical Support Engineer

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and / or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

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 :

We Offer

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Skills Required

Call Center Applications, Servicenow, Google, Genesys, Incident Response, Network Monitoring, Dynatrace, Splunk, Crisis Management, Azure, Python, It Operations, vendor coordination