We have partnered with our client in their search for a Support tech in Alpharetta, GA
Responsibilities
- This role focuses on complex technical challenges, major incidents, problem management, service improvement, and raising the capability of the wider support team. You'll be expected to:
- Lead technical investigations for complex, recurring, and high-impact issues.
- Act as the senior escalation point within the Level 2 support team.
- Drive Root Cause Analysis (RCA) and Problem Management activities.
- Identify recurring issues and deliver long-term solutions.
- Mentor and support other engineers.
- Proactively identify opportunities to improve service quality, efficiency, and user experience.
- Partner with engineering teams, vendors, and stakeholders to deliver excellent support services.
Skills Required
- Act as the highest technical escalation point within Level 2.
- Lead investigation and resolution of technical issues that cannot be resolved by other engineers.
- Provide technical challenge, guidance, and direction when working with engineering teams and technology specialists.
- Support executive and VIP users with professionalism, discretion, and confidence.
- Raise the technical capability of the wider team through coaching, mentoring, and knowledge sharing.
- Maintain a broad understanding of modern workplace technologies and their interaction within an enterprise environment.
- 5-10+ years of experience
- Experience supporting modern workplace technologies in an enterprise environment.
- Proven ability to troubleshoot and resolve complex technical issues.
- Experience working with ITSM platforms such as ServiceNow.
- Strong understanding of Incident, Problem, and Change Management principles.
- Experience supporting senior stakeholders and business-critical users.
- Ability to balance technical depth with customer focus and business awareness.
Education & Work Experience
- 5-7 years of experience needed
- Degree in relative field or equal in experience
Title Senior Support Technician
Location Alpharetta, GA
Client Industry Insurance
Compensation $35/38/ hr
Ref ID
About Korn Ferry
Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at www.Kornferry.com
