Incident Management Engineer
Job in
Newark, Essex County, New Jersey, 07175, USA
Listed on 2026-06-18
Listing for:
Vortalsoft Inc
Full Time
position Listed on 2026-06-18
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator, HelpDesk/Support
Job Description & How to Apply Below
Responsibilities
Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue.
Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome.
Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians.
- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process
- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer
- Follow through and execute the various Escalation Matrix (Vendor, Internal and Customer defined)
- Ensure tickets are closed post user or customer communication
- Constantly track tickets for SLA adherence and elevate on deviations as defined in the process
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