Accountabilities:

The Associate Systems Support Engineer will provide technical support, troubleshoot system-related issues, and help maintain reliable IT operations. Main responsibilities include:

• Interacting with internal and external customers to troubleshoot and resolve product, system, and application-related issues.
• Diagnosing and resolving technical problems through telephone, internet, and remote support channels.
• Managing inbound support tickets, documenting customer issues, and maintaining accurate records of troubleshooting activities.
• Monitoring infrastructure and application events to identify potential issues and support system stability.
• Performing Level 1 troubleshooting and escalating complex incidents to specialized technical teams when required.
• Participating in technical bridge calls and supporting incident management processes.
• Documenting technical solutions and creating knowledge resources to support team learning and operational efficiency.
• Collaborating with product development teams to report recurring issues and contribute to product improvements.
• Managing ticket queues and ensuring timely resolution of assigned support requests.
• Staying updated on product changes, new technologies, and evolving technical practices.

Requirements:

The ideal candidate has foundational IT support experience and a strong interest in developing technical skills across systems, infrastructure, and enterprise applications. Required qualifications and skills include:

• 1–3 years of experience in IT support, service desk, command center operations, or similar technical roles.
• Good understanding of Windows Server environments, including Windows Server 2008/2012 and Windows desktop environments.
• Knowledge of Windows administration, troubleshooting techniques, and system maintenance.
• Basic to intermediate SQL knowledge.
• Experience supporting server virtual machine environments, data centers, disk expansion, and vMotion processes.
• Basic understanding of Citrix environments and virtualization technologies.
• Experience installing applications on Windows servers, including MSI package installation and troubleshooting.
• Familiarity with ITIL frameworks; an ITIL Foundation certification is considered an advantage.
• Strong problem-solving skills with the ability to analyze technical issues and communicate solutions clearly.
• Ability to work independently, manage priorities, and provide reliable customer support.
• Bachelor’s degree preferred.

Benefits:

• Fully remote work opportunity based in India.
• Full-time employment with exposure to enterprise-level IT systems and support operations.
• Opportunity to develop expertise in infrastructure monitoring, virtualization, and technical troubleshooting.
• Collaborative environment with opportunities to learn from experienced technical teams.
• Professional growth opportunities within a technology-focused organization.
• Standard work schedule with flexibility based on business requirements.
• Potential for after-hours, on-call, or holiday support during peak periods.
• Up to 10% travel may be required depending on assignment needs.
• Comprehensive benefits package and additional employee perks.