Job Title: Technology Support Contractor: 10+ years (Expert)
Location: Cincinnati, Ohio, USA
Employment Type: Contract
About the Role
We are looking for a highly skilled and experienced Technology Support Contractor to join our client's team in the IT sector. In this role, you will contribute to ensuring the smooth operation of IT systems and infrastructure, providing technical assistance and support, diagnosing and resolving hardware and software issues, and maintaining optimal system performance.
Responsibilities
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Diagnose and resolve technical hardware and software issues.
- Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
- Monitor and maintain computer systems and networks to ensure optimal performance.
- Document technical issues and solutions for future reference and training purposes.
- Serve as an enterprise incident commander for P1/P2 incidents, leading triage, war-room coordination, decision facilitation, and stakeholder communications.
- Own and mature the Major Incident Management practice, including severity models, escalation protocols, and communication templates.
Requirements
- 10 years leading enterprise Major Incident Management (P1/P2) triage, escalation, and service restoration.
- Experience building or maturing ITSM programs using ServiceNow.
- Strong root cause analysis skills with a structured, evidence-based approach to problem-solving.
- Proficiency with ticketing/ITSM tools (ServiceNow, JIRA) and log/monitoring platforms (Kibana, Splunk, Grafana, Dynatrace).
- Ability to translate technical incident data into business-impact reporting.
- Willingness and availability to work weekends/holidays as part of a team roster/rotation.
Preferred Qualifications
- Prior subject-matter knowledge of Point of Sale (POS) systems or retail/store operations environments.
- Experience in retail or omni-channel commerce environments.
- Exposure to cloud platforms and containerized/microservices architectures.
- ITIL Foundation certification or equivalent exposure to incident/problem management practices.
Who We Are
SGF Global is an integrated talent solutions provider, offering staffing, recruitment, Employer of Record (EOR), nearshore, and consulting services across a wide range of industries in 35 countries. We’re a dynamic, people-first organization where fresh ideas are always welcome. Our culture is built on collaboration, innovation, and a genuine passion for helping people grow. At SGF Global, smiles are part of the dress code, and every voice matters.
Are you looking to join an organization where your ideas are valued, your growth is supported, and your work makes a global impact?
- Explore opportunities
- Grow your career
- Be part of something global
- Your future starts here.