IT Operations Technical Support Engineer

The Role

We are seeking an IT Operations Technical Support Engineer to provide technical-level support to vendors and internal stakeholders, including the build-out and support of new workflows. This role focuses on ensuring system reliability, efficient incident resolution, and continuous operational improvement.

Responsibilities

Provide remote technical support to identify, troubleshoot, and resolve software and system issues.
Access remote systems using tools such as PuTTY and WinSCP to retrieve logs, update files, and perform system-level diagnostics.
Analyze system discrepancies and missing data by writing and executing SQL queries to identify root causes.
Investigate and resolve complex issues through detailed log analysis and structured troubleshooting.
Collaborate with development and engineering teams via the Jira ticketing system to resolve issues and implement permanent solutions.
Maintain system stability and performance by performing cache updates and validating system consistency.
Escalate unresolved or high-impact issues to appropriate internal teams with clear technical context.
Identify and resolve software issues using Linux and AIX commands, SQL, and scripting languages such as Python.
Manage and prioritize multiple open tickets concurrently to ensure timely and effective resolution.
Automate repetitive operational and troubleshooting tasks across multiple POS systems to improve efficiency and reduce manual effort.
Contribute to operational documentation and knowledge sharing to support consistent issue resolution.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
Strong understanding of Linux and AIX commands, including file operations, permissions, and process handling.
Ability to write ad-hoc SQL queries (DB2, MySQL, SQL Server).
Experience analyzing system logs and troubleshooting production issues.
Familiarity with environment variables and system configurations.
Basic Microsoft Office skills.
Knowledge of XML.
Excellent written and verbal English communication skills.

Nice To Have