The Role
Serve as SME for enterprise hardware support: manage and escalate complex tickets, approve dispatches, mentor junior engineers, produce KB/SOPs, analyse trends, collaborate with field and engineering teams, and ensure SLA compliance across global shifts.
Summary Generated by Built In
About the Job
About Aligned Automation
At Aligned Automation, we live by our "Better Together" philosophy to build a better world. As a strategic service provider to Fortune 500 companies, we help digitize enterprise operations and drive impactful business strategies. Our purpose goes beyond projects—we strive to deliver meaningful, sustainable change that shapes a more optimistic and equitable future.
Our culture is deeply rooted in our 4Cs—Care, Courage, Curiosity, and Collaboration—ensuring that each employee is empowered to grow, innovate, and thrive in an inclusive workplace.
Job Description:
The Sr. Technical Support Engineer serves as a Subject Matter Expert (SME) responsible for managing
complex support tickets, overseeing dispatch operations, and handling escalated customer communications
across enterprise-level servers, storage, client, and consumer systems. The role demands deep technical
expertise in troubleshooting and diagnosing hardware issues, along with the ability to mentor and guide
junior team members. This position operates on a rotational shift basis covering morning, afternoon, and
night shifts to provide seamless support across the Americas, EMEA, and Asia-Pacific regions
Responsibilities
Responsibilities
• Act as the Subject Matter Expert for enterprise hardware troubleshooting, serving as the escalation
point for complex technical issues.
• Oversee and manage the ticket queue, ensuring accurate categorisation, prioritisation, and resolution
within defined SLAs.
• Review and approve dispatches for field service engineers and replacement parts, ensuring correctness
before execution.
• Handle escalated customer emails, providing expert-level troubleshooting guidance, root cause
analysis, and resolution updates.
• Mentor, train, and provide technical guidance to Associate Consultants and junior support engineers on
processes, tools, and troubleshooting techniques.
• Develop and maintain knowledge base articles, SOPs, and troubleshooting documentation for the team.
• Analyse recurring issues and identify trends to recommend process improvements and reduce ticket
volumes.
• Collaborate with cross-functional teams including field services, engineering, and product teams to
resolve critical issues.
• Ensure all team procedures and quality standards are consistently implemented and followed.
• Evaluate new products and technologies, and lead training sessions to upskill the team.
• Generate performance reports, SLA compliance metrics, and operational insights for management
review.
• Manage multiple priorities across regions and drive timely closure of high-impact cases.
Requirements
• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related field (or
equivalent technical certification).
• 3 to 5 years of hands-on technical experience in a hardware break/fix environment, preferably with
enterprise-level servers, storage arrays, and tape libraries.
• Strong expertise in troubleshooting and diagnosing hardware issues across enterprise servers, disk and
tape storage, and client systems (experience with Dell infrastructure is preferred).
• Proven ability to handle escalations, perform root cause analysis, and drive issues to resolution
independently.
• Excellent written communication skills with experience drafting professional customer-facing emails and
technical documentation.
• Solid knowledge of operating systems (Windows, Linux) and networking fundamentals.
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).
• Experience with ticketing/ITSM tools (e.g., ServiceNow, Remedy) in a support operations environment.
• Strong mentoring and leadership skills with the ability to guide and develop junior team members.
• Ability to manage competing priorities, make sound decisions under pressure, and work across multiple
time zones.
• Willingness to work in rotational shifts to support 24×7 operations across the Americas, EMEA, and
Asia-Pacific regions. Female employees will be assigned morning and afternoon shifts only; night shifts
are applicable to male employees.
Good to Have
• Hardware or IT certifications such as CompTIA A+, Dell Certified Technician, ITIL Foundation, or
equivalent.
• Experience working in a large data center environment with multi-vendor hardware support.
• Familiarity with remote support tools and diagnostic utilities for enterprise hardware.
• Prior experience in an SME or team lead capacity within a technical support function.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, Electronics, or related field (or equivalent technical certification).
- 3 to 5 years of hands-on technical experience in a hardware break/fix environment, preferably with enterprise-level servers, storage arrays, and tape libraries.
- Expertise in troubleshooting and diagnosing hardware issues across enterprise servers, disk and tape storage, and client systems (experience with Dell infrastructure preferred).
- Proven ability to handle escalations, perform root cause analysis, and drive issues to resolution independently.
- Excellent written communication skills with experience drafting professional customer-facing emails and technical documentation.
- Solid knowledge of operating systems (Windows, Linux) and networking fundamentals.
- Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).
- Experience with ticketing/ITSM tools (e.g., ServiceNow, Remedy) in a support operations environment.
- Strong mentoring and leadership skills with the ability to guide and develop junior team members.
- Ability to manage competing priorities, make sound decisions under pressure, and work across multiple time zones.
- Willingness to work in rotational shifts to support 24×7 operations across the Americas, EMEA, and Asia-Pacific regions.
- Hardware or IT certifications such as CompTIA A+, Dell Certified Technician, ITIL Foundation, or equivalent.
- Experience working in a large data center environment with multi-vendor hardware support.
- Familiarity with remote support tools and diagnostic utilities for enterprise hardware.
- Prior experience in an SME or team lead capacity within a technical support function.
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The Company
What We Do
Technology, society, economy, policy – all moving at breakneck speed in our 21st century world. You’re feeling the pressure to quickly implement new business models, find new value, make split-second informed decisions and keep one step ahead of customers. How? The answer lies in the ability to make quick, accurate and sustainable business decisions. We believe digital offers a way of doing things better – but the journey to transformation doesn’t have to be painful. At Aligned Automation, we work hard to digitally enable your business strategy – connecting processes, technologies and people to unlock value and drive critical business outcomes.
