TridentCare · 2 months ago
Lead Technical Support Engineer
United States
Full-time
Remote
Senior Level, Lead/Staff
6+ years expTridentCare is seeking a Lead Technical Support Engineer who serves as the highest technical escalation point within the IT Service Desk function. This role involves advanced troubleshooting, system analysis, and collaboration with vendors and engineering teams to resolve critical incidents and implement long-term solutions.
Health CareHealth DiagnosticsHospitalMedical Device
Responsibilities
Take ownership of critical incidents, system outages, and complex technical issues escalated from Tier 2 or directly by stakeholders
Conduct in-depth diagnostics, log reviews, and performance analysis across multiple systems and platforms
Lead root cause analysis efforts and implement sustainable solutions to prevent issue recurrence
Partner with infrastructure, applications, and security teams to troubleshoot cross-functional problems
Engage with third-party vendors and service providers for advanced support and escalated resolution efforts
Contribute technical insights to system architecture and design discussions when support-impacting changes are planned
Participate in the evaluation and optimization of support tools, systems, and workflows
Identify systemic issues and recommend enhancements to improve overall support effectiveness and system performance
Work closely with ITSM and operations leadership to align Tier 3 functions with organizational goals and service levels
Monitor ticket queues for escalations and ensure timely, accurate resolution of high-priority incidents
Produce regular reports detailing incident trends, escalated case resolutions, and opportunities for proactive support
Serve as a key escalation point for executive or high-visibility incidents, maintaining strong communication throughout the lifecycle
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
6+ years of experience in IT support roles, including 2+ years in a senior or Tier 3 capacity
Deep technical expertise in areas such as system administration, networking, application troubleshooting, and endpoint management
Experience working with ITSM platforms (e.g., ServiceNow) and managing major incidents and escalations
Proficient in log analysis, scripting (e.g., PowerShell), and systems diagnostics
Familiarity with Microsoft technologies, identity/access management, virtualization, and cloud platforms (e.g., Azure, AWS)
Strong communication skills and ability to work effectively with both technical and non-technical stakeholders
ITIL Foundation certification required
Preferred
Advanced certifications (e.g., MS-100, MS-101, MS-102, AZ-104, CompTIA Network+, CCNP)
Company
TridentCare
TridentCare offers laboratory, diagnostic, ultrasound, x-ray, radiology and mobile diagnostic services at home for patients.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Daniel C Buning
Chief Executive Officer
Mary Sweeney
Senior Vice President Human Resources
Recent News
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