The Support Engineer plays a vital role in strengthening the daily operations of our front-line IT support by developing sustainable solutions and improving documentation. This position contributes to refining and maintaining TTS Standard Operating Procedures (SOPs) and works closely with Service Desk Management to enhance process efficiency and knowledge resources. While the Support Engineer may assist with escalations from system technicians, the primary focus is on identifying recurring issues, creating long-term resolutions, and enabling frontline teams through improved guidance and documentation.

Essential Duties:

· Develop and maintain clear, effective documentation in collaboration with Service Desk Management to support consistency and promote best practices across the Support Team.

· Proactively identify recurring issues and opportunities for process improvement. Partner with Engineering to design, evaluate, and implement scalable solutions that drive deflection and reduce workload.

· Support the resolution of complex technical issues, acting as a high-level escalation path when needed, while cultivating team alignment with best practices for future incident and request handling.

· Act as a point of collaboration with the Infrastructure team to stay informed on new technologies, policies, and service changes. Translate updates into actionable guidance and documentation for the Support Team.

· Assist in compiling and analyzing service performance metrics, including SLA data, for reporting to Service Desk Management.

· Collaborate with the TTS Support/Ops and Infrastructure to enhance SOPs and support the rollout of new tools, systems, and integrations. Interface with other internal teams as appropriate to enhance current products.

· Lead the day-to-day technical operations of select internal platforms, ensuring high availability, performance, and reliability.

· Participate in scheduled on-call rotations during weekends and holidays to ensure continued service coverage as needed.

Education/Experience:

Education:

Bachelor’s degree in computer science, Information Technology, or a related field preferred.

Experience:

• 4+ years of experience in an IT Help Desk or technical support role.

• 1+ years of experience in a higher-level technical support role.

• Certifications: CompTIA A+, Network+, or other relevant certifications a plus.

Skills:

• Strong technical troubleshooting skills for a wide range of hardware and software.

• Excellent communication, interpersonal, and customer service skills.

• Strong organizational skills and ability to create, review and distribute knowledge

• Ability to demonstrate proficiency in system engineering tasks

• Ability to work independently and as part of a team.

• Ability to manage ticketing system and route cases accordingly.

• Familiarity with Microsoft Operating Systems and Office Suites

This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.