Systems Support Engineer

Harris Computer; United States; Teletrabalho; USD 65 000 - 90 000; Tempo integral

Resumo da oferta

Remote Source, Inc. seeks an Associate System Engineer to join our operations and client services team.

You will grow your technical foundation, work closely with clients, and contribute to a high-performing 24×7 support operation. You will monitor environments, perform Level 1 analysis, collect logs, escalate with clear context, and deliver premium client experiences through issue tracking, responses, and weekly read-outs.

Qualificações

• Bachelor's degree in Computer Science, IT or related field.
• Experience with monitoring and IT service management.
• Familiarity with Windows Server, .NET, IIS.

Responsabilidades

• Provide 24×7 operational support across rotational shifts.
• Handle Level 1 analysis, troubleshooting, and resolution of incidents.
• Record reviews to assess user experience and impact of services.
• Collect application logs and escalate to Development with context.
• Deliver premium client experience by tracking issues and coordinating responses.
• Contribute to weekly/monthly client read-outs and progress presentations.
• Identify and drive remediation of issues across the client base.
• Maintain an up-to-date log of known issues and fixes.
• Author and maintain technical/operational procedure documentation.
• Participate in daily/weekly technical and leadership calls.
• Build professional relationships with customers and teammates.

Conhecimentos

Windows Server

.NET application support

IIS/Web.config

SQL skills

Azure Monitoring

ITSM tools (ServiceNow)

Power BI/Excel

English communication

Customer-facing

Documentation

Formação académica

Bachelor's degree in Computer Science/IT

Ferramentas

ServiceNow

Power BI

SQL Server

Azure Monitor

Descrição da oferta de emprego

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 elevate 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.