Systems Engineer – Service Desk & Hybrid Work Support

About the role

This Systems Engineer position focuses on delivering responsive service‑desk support and ensuring reliable system operations within a global hybrid work environment. You will troubleshoot incidents, execute standardized changes, and work closely with cross‑functional teams to maintain stability and performance, especially for property and casualty insurance applications.

Key responsibilities

• Provide courteous, timely service‑desk assistance by responding to tickets and requests for end‑users working in a hybrid model.
• Troubleshoot operating systems, applications, and network connectivity to restore service within agreed timelines.
• Document issue resolutions and workarounds in a structured knowledge base.
• Escalate complex problems with clear context and impact to higher‑level support tiers.
• Monitor alert dashboards and basic system health indicators to identify and remediate potential issues early.
• Perform routine tasks such as user account setup, access adjustments, and basic configuration updates following defined procedures.
• Collaborate with infrastructure, application, and security teams to support planned changes and minimize disruption.
• Assist with day‑to‑day support for property and casualty insurance applications, ensuring service levels are met.
• Communicate ticket status, progress, and resolution steps clearly to stakeholders.
• Participate in continuous‑improvement initiatives by sharing recurring issues and suggesting tool or process enhancements.

Required profile

• 0‑3 years of experience in service‑desk operations or technical support.
• Working knowledge of common operating systems, office productivity suites, and enterprise endpoint devices.
• Strong analytical skills to identify root causes and translate technical findings into clear, non‑technical explanations.

Required skills

• Service Desk
• Operating Systems
• Network Connectivity
• Endpoint Devices
• Office Productivity Suites