job_about_role
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. Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/associate-systems-engineer-harris