Junior Technical Support Engineer
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Job Description
Junior Technical Support Engineer coordinating enterprise IT and contact center incident response for Miratech, a global IT services and consulting company. Monitoring systems, managing outages, and coordinating technical teams and vendors.
Responsibilities:
- Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability
- Triage and manage incidents using structured severity frameworks
- Coordinate incident resolution across IT, automation, software, business teams, and external vendors
- Track queue performance, call volumes, and overall system health using dashboards and analytics tools
- Escalate outages or anomalies appropriately
- Participate in standups, war rooms, and post-incident reviews
- Maintain accurate issue logs
- Prepare regular performance and incident reports
- Support audit and compliance documentation
- Liaise between technical and business stakeholders to ensure clear communication and timely updates during incidents
- Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements
Requirements:
- 3+ years of experience in incident response, crisis management, and vendor coordination
- 3+ years of experience in IT operations, network monitoring, or command center environments
- Familiarity with ServiceNow, Splunk, and Dynatrace
- 2+ years of experience with Genesys Engage or cloud-based call center applications
- Ability to work in a fast-paced environment and manage multiple communication channels simultaneously
- Familiarity with AI tools such as Microsoft Copilot
- Excellent communication and teamwork skills
- Knowledge of Amazon Connect and NICE CXone
- Familiarity with Azure or Google AI tools
- Basic understanding of Python and Pindrop applications
Benefits:
- Health insurance
- Language courses
- Relocation program
- Remote work flexibility / Work From Anywhere Culture
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Collaboration on impactful projects for top global clients
- Inclusive and supportive work environment
- Regular team-building company social events
- Social sustainability initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality
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