Systems Support Engineer
Harris Open At a glance
Mid-level IT Support & Helpdesk role at Harris. 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, collecting logs for development escalations
- Review recordings to assess user experience and service impact, then track client issues through resolution
- Prepare client progress updates and presentations, while maintaining records of known issues, fixes and procedures
- Join technical and leadership calls to share progress and coordinate responses with clients and teammates
What you bring
- Three to four years supporting systems proactively and monitoring applications or infrastructure
- A bachelor's degree in computer science, information technology or a related discipline
- Hands-on support experience with Windows Server, .NET applications, IIS and related configuration or event logs
- Intermediate SQL capability, including queries, scheduled jobs, blocking issues and Always On setups
- Working knowledge of networking, Azure Monitoring, ITSM tools and presenting data with Power BI or Excel
Who this fits
This role suits someone with frontline monitoring or service desk experience who can troubleshoot application and infrastructure issues and communicate clearly with international clients. You’ll work rotating shifts in a 24×7 support team.
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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