For Resume collection/notes
Position Summary
As a Support Center Engineer IV (T4), you serve as the senior technical authority and Technical Lead for the Support Center, ensuring customers receive a consistently high-quality Managed Services experience. This role provides leadership during major incidents, drives root-cause analysis and prevention, and ensures technical excellence from onboarding through steady-state support. The T4 acts as the highest technical escalation point, mentors the team, and partners closely with leadership to align technology, process, and customer outcomes.
Key Responsibilities
Technical Leadership & Escalation
- Serve as the Technical Lead for the Support Center, providing senior-level technical guidance, decision-making support, and oversight for complex or high-impact issues.
- Act as the primary technical escalation point for Tier 1-Tier 3 engineers.
- Lead technical response during major incidents and outages, guiding troubleshooting efforts and validating root cause and resolution, communications with team and client.
- Participate as an on-call senior escalation resource as required.
Incident, Problem & Outage Management
- Own the technical response and coordination during critical outages and high-priority incidents, ensuring strong technical case management, clear communication, and high-quality customer service from the technical team while driving incidents through to full resolution.
- Analyze incidents to determine root cause, corrective actions, and preventive measures.
- Implement monitoring and alerting improvements to detect issues earlier.
Customer Journey & Onboarding
- Own the technical customer experience from Day 0 through Day 90 after customer's go live date.
- Support customer onboarding from a technical and documentation perspective.
- Bridge the handoff between onboarding/project teams and ongoing support.
- Work with customers onsite as needed during onboarding or escalations.
Support Center Enablement
- Mentor and coach Support Center engineers on best practices and technical troubleshooting.
- Develop and deliver technical training to elevate team capability.
- Review escalated tickets for quality, accuracy, and completeness.
- Identify recurring issues and drive documentation, automation, or process improvements.
Documentation, Tools & Process Improvement
- Ensure technical documentation and runbooks are complete, accurate, and maintained.
- Tightening processes and documentation gaps identified during onboarding or support.
Presales & Solutioning
- Participate in presales technical walkthroughs and solution design as needed.
- Contribute to solutioning technology that originates within the Support Center.
- Ensure best-practice technology standards are implemented for Managed Services customers.
Customer Experience & Feedback
- Oversee the technical customer experience feedback loop.
- Support customer and executive-level technical escalations.
Qualifications
Education
- Bachelor's degree in Computer Science or a related field, or equivalent combination of education and experience.
- AZ-104, AZ-140 and SC-300 certification.
Experience
- 8+ years of IT engineering and Windows administration experience, inclusive of Windows server, Office 365, and Azure administrative experience.
- Strong background in enterprise infrastructure, including computer, networking, storage, and virtualization.
- Leadership experience.
Technical Skills
- Advanced troubleshooting and escalation management
- Networking (WAN/LAN), server and workstation configuration
- VMware and Hyper-V virtualization
- Microsoft product portfolio and enterprise tooling
- Strong written and verbal communication skills
Standards & Expectations
- Ability to follow standards outlined in the cb20 Company Manual.
- Demonstrates professionalism, accountability, and leadership at all times.
Work Conditions
- Hybrid 3 days per week on site in Malta office.
- Work Schedule: 40 hours per week, with additional hours as required by customer or departmental needs. Participate in on-call rotation.
- Physical Requirements: Occasional lifting up to 25 lbs.
This role functions as the technical backbone of the Support Center, ensuring escalation leadership, technical excellence, and consistently exceptional customer outcomes.
