Systems Support Engineer

We are seeking an enthusiastic Associate System Engineer from within our team to join our operations and client services function. This is a great opportunity to grow your technical foundation, work closely with clients, and contribute to a high-performing 24×7 support team.

What You Will Do

• Support a 24×7 operational environment across rotational shifts, ensuring consistent service delivery.

• Handle Level 1 analysis, troubleshooting, and resolution of application and infrastructure incidents.

• Conduct recording reviews to assess user experience and gauge service impact.

• Collect application logs and escalate cases to the Development team with clear context.

• Deliver a premium client experience — tracking open issues, coordinating responses, and helping clients resolve problems efficiently.

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

• Identify and help drive issue/bug remediation to resolution across the client base.

• Maintain an up-to-date log of known issues and fixes, supporting consistent resolution outcomes.

• Author and maintain technical and operational procedure documentation.

• Participate in daily/weekly technical and leadership calls, keeping stakeholders informed on progress.

• Build positive, professional relationships with customers and teammates.

What We Are Looking For

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

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

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

• Exposure to Application/Infrastructure Monitoring tools and solutions.

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

• Basic understanding of networking 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 ITIL framework (V3.0 Foundation certification is an advantage).

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

• Good command of written and verbal English; international support experience (US or Europe preferred).

Nice to Have

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

• Familiarity with Azure cloud environments.

Qualifications

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

• Relevant IT certification(s) are a plus.

• Strong interpersonal and communication skills — written and verbal — with a customer-first approach.