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.
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