Systems Engineer – Service Desk & AI Chatbot Support

About the role

We are looking for a Systems Engineer with 2‑4 years of experience to provide service‑desk and application support for AI‑enabled chatbot and networking environments. The role operates in a hybrid work model, focusing on high availability and a reliable user experience for product lifecycle management processes.

Key responsibilities

• Deliver responsive service‑desk support to resolve end‑user issues quickly while maintaining strong customer focus.
• Troubleshoot and resolve incidents affecting AI chatbot solutions, ensuring consistent conversational performance.
• Monitor networking‑related incidents and coordinate with cross‑functional teams to restore normal service operations.
• Manage incident queues, categorize, prioritize, and document tickets with clear resolution notes.
• Collaborate with PLM stakeholders to understand system dependencies and support requirements.
• Analyze recurring incidents, propose preventive measures, and implement configuration or process changes.
• Validate fixes and patches with development and infrastructure teams before deployment.
• Maintain and enhance a structured knowledge base with SOPs, troubleshooting steps, and known issues.
• Support hybrid‑work users by resolving connectivity, access, and application issues for both remote and on‑site environments.
• Track and report support metrics such as resolution times and first‑contact resolution rates.

Required profile

• 2‑4 years of experience in service‑desk support, incident management, or application support.
• Strong analytical skills with the ability to identify root causes and coordinate fixes.
• Excellent communication skills and a customer‑centric mindset.
• Ability to work effectively in a hybrid environment and collaborate with global teams.

Required skills

• Service Desk Support
• Incident Management
• AI Chatbot Support
• Networking
• Product Lifecycle Management (PLM)
• Knowledge Base Management

What we offer

• Hybrid work model with day‑shift schedule.
• Opportunities to work on cutting‑edge AI chatbot technologies.
• Collaborative environment with global teams.