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.