Associate Systems 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

- 1+ year 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.

Originally posted on Himalayas