Systems Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Provide support for a 24×7 operational environment across rotating shifts.

• Perform Level 1 analysis, troubleshooting, and resolution of incidents related to applications and infrastructure.

• Carry out recording reviews to evaluate user experience and the impact on services.

• Gather application logs and escalate cases to the Development team with comprehensive context.

• Monitor open issues, coordinate responses, and assist clients in efficiently resolving problems.

• Contribute to weekly and monthly client updates and progress presentations.

• Recognize and assist in driving the resolution of issues and bugs across the client base.

• Maintain a current log of known issues and their resolutions.

• Create and update technical and operational procedure documentation.

• Engage in daily and weekly technical and leadership calls to keep stakeholders informed.

• Foster positive, professional relationships with customers and team members.

⛳️ Requirements

• 3–4 years of experience in proactive support and monitoring of infrastructure and applications.

• Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.

• Commitment to adhering to team, account, and client policies and procedures.

• Experience with application and infrastructure monitoring tools and solutions.

• Proficiency in Windows Server environments, .NET application support, IIS, worker processes, Web.config, and Event Logs.

• Basic understanding of networking principles and Azure Monitoring.

• Intermediate skills in SQL, including SQL Jobs, queries, blocking scenarios, and Always On configuration.

• Experience with ITSM platforms such as ServiceNow or similar Service Desk tools.

• Basic knowledge of the ITIL framework; V3.0 Foundation certification is advantageous.

• Ability to present data effectively using Power BI, Excel pivot tables, and charts.

• Proficient in written and verbal English communication.

• Experience in international support; preference given to US or European experience.

• Exposure to healthcare-related applications or patient care environments is a plus.

• Familiarity with Azure cloud environments.

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.

• Relevant IT certifications are beneficial.

• Strong interpersonal and communication skills with a customer-centric approach.

🏝️ Benefits

• 24×7 support team environment.

• Rotational shifts.

• Opportunity to enhance technical skills.

• Exposure to international support.