IT Operations Technical Support Engineer - Remote Eligible

IT Operations Technical Support Engineer

This is a remote position.

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.

Key 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

• Experience with Point-of-Sale (POS) systems.
• Python scripting experience.
• Exposure to Power Automate and Power BI.

Work Schedule

This position operates on a 24/7 support model with rotating shifts. Shifts are 8 hours per day, 5 days per week, and may include:

• 8:00 AM – 5:00 PM
• 4:00 PM – 1:00 AM
• 1:00 AM – 10:00 AM
• 10:00 AM – 7:00 PM

Workdays may fall between Monday and Sunday based on team scheduling.