Jobgether
Systems Support Engineer
- Compensation
- Not disclosed
- Location
- India
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- 3–4 years of professional experience in proactive technical support, application support, infrastructure monitoring, or systems operations.
- Familiarity with Global Command Center (GCC), Service Desk, Network Operations Center (NOC), or frontline monitoring environments.
- Experience working with application and infrastructure monitoring tools and solutions.
- Practical knowledge of Windows Server environments and .NET-based application support.
- Experience supporting Microsoft Internet Information Services (IIS), including worker processes, Web.config files, and Windows Event Logs.
- Basic understanding of networking concepts, infrastructure troubleshooting, and Azure Monitoring.
- Intermediate SQL skills, including writing queries, managing SQL Jobs, investigating database blocking scenarios, and understanding Always On configurations.
- Experience using IT Service Management (ITSM) platforms such as ServiceNow or equivalent service desk solutions.
- Basic understanding of ITIL frameworks and IT service management practices. ITIL V3 Foundation certification is an advantage.
- Ability to prepare and present operational data using Power BI, Microsoft Excel pivot tables, charts, and reporting tools.
- Strong written and verbal English communication skills, with the ability to interact professionally with international customers and stakeholders.
- Previous experience supporting clients or technical operations in the United States or Europe is preferred.
- Exposure to healthcare applications, clinical systems, or patient care environments is an added advantage.
- Familiarity with Microsoft Azure cloud environments is desirable.
- Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.
- Relevant IT or technical certifications are considered a plus.
- Excellent analytical, troubleshooting, and problem-solving abilities, with strong attention to detail.
- Strong interpersonal and communication skills, with a customer-first mindset and the ability to manage multiple support requests effectively.
- Willingness to work rotational shifts and contribute to a 24/7 operational support environment.
- Ability to follow established team, account, security, and client policies and procedures consistently.
Full description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Systems Support Engineer based in India.
We are seeking a customer-focused Systems Support Engineer to join a dynamic operations and client services team supporting critical healthcare technology applications. In this role, you will contribute to a 24/7 support environment, ensuring application stability, infrastructure reliability, and consistent service delivery. You will handle Level 1 technical troubleshooting, monitor application performance, investigate incidents, and coordinate with development teams to resolve technical issues. Working closely with international clients and internal stakeholders, you will help deliver an excellent customer experience through proactive communication and efficient issue management. You will also contribute to operational reporting, technical documentation, and continuous service improvements. This is an excellent opportunity to strengthen your technical expertise while working with enterprise applications and supporting technology that contributes to better healthcare outcomes.
Accountabilities:
- Application and Infrastructure Support: Provide Level 1 analysis, troubleshooting, and resolution of application and infrastructure incidents within a 24/7 operational environment, ensuring timely and consistent service delivery across rotational shifts.
- Monitoring and Incident Management: Proactively monitor application and infrastructure performance, investigate alerts, identify potential service disruptions, and take appropriate action to minimize operational impact.
- Technical Investigation and Escalation: Collect and analyze application logs, investigate technical issues, and escalate complex incidents to development teams with clear documentation, supporting evidence, and relevant troubleshooting context.
- Client Experience and Communication: Deliver high-quality client support by tracking open incidents, coordinating responses, providing timely updates, and helping customers resolve technical problems efficiently.
- Application Performance Reviews: Conduct recording reviews to evaluate application behavior, assess user experience, identify performance concerns, and understand the impact of incidents on service delivery.
- Issue and Bug Resolution: Identify recurring application issues and support remediation initiatives, coordinating with relevant technical teams to ensure bugs and incidents are tracked through to resolution.
- Knowledge and Documentation Management: Maintain accurate records of known issues, troubleshooting procedures, and resolutions. Develop and update technical documentation, operational guidelines, and support procedures.