Lead Technical Engineer (Mexico)

Our team of Technical Engineers provide our global client base with technical support 24x7x365 across various products within the Kalibrate group.

We are the first point of contact for our clients and work to build strong and valued relationships with both our internal stakeholders and our customer user base.

Whilst we act as the first point of contact, we pride ourselves on offering a high technical skillset to resolve Incidents and Service Requests as efficiently as possible however we are also responsible for the escalation of tickets to wider teams where resolution is not forthcoming.

Who we’re looking for

We are looking for an enthusiastic experienced Lead Technical Engineer who possess the ability to work on initiative but who also has a strong team ethic and is excited at the prospect of learning new products and technologies to join our US team.

The successful candidate will have previous experience of working in a similar 3rd line / senior technical service desk role and will have in-depth theoretical and practical knowledge of SQL as well as a good understanding of Microsoft Azure technologies. Strong communication skills with the ability to converse in both technical and non-technical language is paramount alongside great customer service skills.

This role involves leading on technical investigations for Severity 1 issues, Massive Service Outages, and internal escalations from more junior Technical Engineers, along with working in conjunction with other technical teams to resolve issues which require further escalation to technical specialists.

Most importantly we are looking for a passionate and driven individual to join our highly valued and diverse team to help us to continue to provide our high standard of support to our valued clients.

Responsibilities

Providing Application support for various products across the Kalibrate Group

Acting as the primary point of contact for clients for technical support related issues both during business hours and as part of the on-call rota in line with SLAs

Utilising internal ITSM tool to acknowledge and manage new and existing tickets in line with ITIL framework methodologies

Working in accordance with SLA targets

Escalating unresolved issues to Infrastructure / Development in accordance with SLAs and OLAs (if required)

Working with various teams to ensure that clients are transitioned into support after upgrade / onboarding.

Providing and maintaining high levels of client satisfaction

Assist in rectifying Problems when a high severity Incident has occurred

Acting as a technical escalation point for more junior Technical Engineers within the Support team

Delivering technical training internally to more junior Technical Engineers

Reviewing, and documenting technical procedure guidance related to technical support

Attend internal, and external meetings, as a technical representative

Produce root cause analysis information related to Sev1 / MSO issues as needed

Team leadership responsibilities

Essential

Strong, demonstratable SQL skills, with experience of working with SQL language itself – both theoretical and practical

Strong Windows server knowledge

Previous experience working in a similar client facing role in a software / technology company in a 24 / 7 operation

Understanding and working knowledge of the ITIL framework

High quality communication skills with the ability to adapt communication style to target audience

Desire and ability to work daytime shifts patterns as required including Public Holidays

Highly Desirable

Knowledge and understanding of Microsoft Azure technology, including :

Azure Container Instances

Azure SQL Managed Instances

Cosmos DB

Azure Iaas / VMs

ITIL foundation accreditation

Knowledge of Dev Ops / Agile frameworks

Attributes

• Strong team ethic with a desire to share knowledge and skills
• Accountable and reliable with intense drive and passion
• Ability to quickly learn and understand the various services provided to our Clients
• Eagerness to make a difference and provide services everyone can be proud of
• Possess excellent problem solving, analytical and troubleshooting skills

This is a full time position. The working hours would be late afternoon to evening shift.

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