Systems Support Engineer

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

📋 Description

• Provide support for a 24/7 operational environment across varying shifts.

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

• Conduct reviews of recordings to evaluate user experience and assess service impact.

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

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

• Contribute to weekly and monthly client read-outs and progress presentations.

• Identify issues and bugs, driving them towards resolution across the client base.

• Maintain an up-to-date log of known issues and their corresponding fixes.

• Author and revise technical and operational procedure documentation.

• Participate in daily and weekly technical and leadership meetings.

• Keep stakeholders updated on progress.

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

⛳️ Requirements

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

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

• Strong commitment to adhering to team, account, and client policies and procedures.

• Experience with Application/Infrastructure Monitoring tools and solutions.

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

• Basic understanding of networking principles and Azure Monitoring.

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

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

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

• Proficient in presenting data clearly using Power BI, Excel pivot tables, and charts.

• Strong command of written and spoken English.

• Experience in international support; experience in the US or Europe is preferred.

• Familiarity with healthcare-related applications or patient care environments is a plus.

• Exposure to Azure cloud environments is beneficial.

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

• Relevant IT certifications are advantageous.

• Excellent written and verbal communication skills with a customer-first approach.

🏝️ Benefits

• 24/7 support team with rotational shifts.

• Opportunity to enhance technical knowledge.

• Client-facing experience and professional development through operational responsibilities.