Systems Support Engineer
Harris (Altera) Open At a glance
Mid-level IT Support & Helpdesk role at Harris (Altera). Remote, India · full-time.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Cover rotating shifts in a round-the-clock support operation, keeping service delivery consistent
- Investigate and resolve first-line application and infrastructure incidents, then send developers logs and case context
- Review recordings to assess user experience and the effect of service issues
- Track client problems, coordinate responses, and help move bugs through to resolution
- Maintain known-issue records and procedures, and prepare client updates and progress presentations
What you bring
- You have three to four years supporting operations and monitoring applications or infrastructure
- You hold a bachelor's degree in computer science, IT, or a related subject
- You have supported Windows Server and .NET applications, including IIS, worker processes, Web.config, and Event Logs
- You can use intermediate SQL features and queries, and present data through Power BI or Excel charts and pivot tables
- You have worked with ServiceNow or a comparable service desk platform
Who this fits
This role suits a hands-on support engineer comfortable with client contact, incident triage, and working with development teams. You will work rotating shifts in a 24×7 operation.
From the employer
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.
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