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.