Systems Engineer

16 hours ago

Gurugram, India LIXIL Full time

IMEA (India, Middle East, Africa)

India

LIXIL INDIA PVT LTD

Employee Assignment

Not remote

Full Time

2 June 2025

Lixil India is Hiring for System Engineers - Global IT Operations Center at Gurgaon Location

This Position Will Be Responsible For

  • Continuously monitor system alarms from all kinds of IT devices in LIXIL
  • Respond to critical and major system alarms on a 24x7 basis
  • Follow documented processes and procedures to resolve common issues related to software, hardware, and networks
  • Escalate complex or unresolved issues to Tier 2 or Tier 3 support as needed
  • Maintain accurate and detailed records of user interactions and troubleshooting steps in the ticketing system
  • Provide monitoring and KPI reports regularly and upon request
  • Ensure adherence to SLAs (Service Level Agreements) and other performance metrics
  • Participate in training and development to stay updated on new technologies and procedures
  • Collaborate with other Digital team members to ensure seamless support operations
  • Set up and maintain alarm monitoring tools and KPI dashboard under the supervision of senior engineers
  • Handle and solve IT simple incidents by referring SOPs or KEDB (Know Error Database)
  • Handle and solve IT simple tasks by referring SOPs or KEDB (Know Error Database)

Qualifications

  • High school diploma or equivalent; a degree in Information Technology or a related field is a plus
  • Experience in a customer service or technical support role
  • Excellent communication skills, ability to explain technical concepts to non-technical users
  • Strong problem-solving skills and the ability to follow documented procedures
  • Basic understanding of computer systems, networks, and software applications
  • Ability to manage multiple tasks simultaneously
  • Familiarity with ticketing systems, preferably Jira, is an advantage
  • Willingness to work some shifts and weekends if necessary
  • Experience in a multi-tiered support environment
  • IT certifications (e.g. CompTIA A+, ITIL Foundation) are a plus
  • Minimum 1- 3 years of Working experience / Freshers having relevant IT Certifications (e.g. CompTIA A+, ITIL Foundation)
  • Please note that this position requires working in Shifts
  • Role may require flexibility, including working different hours, weekends, or holidays, to provide global support coverage

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