Jr. Support Engineer

The purpose of this role is to provide continuous 24x7x365 monitoring and support for client infrastructure across global locations, ensuring high availability, performance, and reliability of systems. The Jr. Support Engineer will be responsible for proactively identifying issues, responding to alerts, and coordinating with relevant teams to ensure timely resolution.

This role plays a critical part in minimizing downtime, maintaining service quality, and supporting smooth business operations by adhering to defined processes, SLAs, and best practices

About RWS Technology Services – India

RWS Technology Services provide end-to-end business technology solutions. Our team of experts provides a wide portfolio of services around digital technologies and technology operations to help organizations stay ahead of the curve, lower their total cost of ownership, and improve efficiencies.

How we help - RWS Technology Services offer state-of-the-art technology solutions across the product lifecycle management process – all the way from consulting, concept, design, development to maintenance and optimization. We specialize in helping companies excel in the global, fast-paced technology landscape by supporting them in every aspect of customer interaction: Globalization, Digitization, Customer Experiences Management, Business Processes Automation, and Technology Infrastructure Modernization.

Why choose RWS? - Innovative: RWS understands the needs of our customers to use the best talent, latest technologies, and solutions to help create connected customer experiences. We help our clients differentiate themselves by making their product engineering capabilities more data driven, powered by AI, and supported by cloud services and intelligent edge devices.

Tailored: RWS Technology Services has been delivering technology services and solutions to start-ups, mid-sized and Fortune 500 corporations for over 20 years now. Our technology experience across all key industries ensures tailored applications development to meet the unique business needs of our clients.

Our group is led by dedicated on-shore and off-shore project management teams of highly experienced professionals specializing in both agile and waterfall methodologies. We understand complex technology deployments and have a proven record to manage business critical, time-sensitive, and highly secure deployments that scale with your business growth.

Key Responsibilities

• Provide 24x7x365 Level 1 (L1) support to monitor infrastructure (including night shifts).
• Respond promptly and effectively to alerts and notifications generated by various systems.
• Proactively ensure high levels of system and infrastructure availability.
• Identify, investigate, resolve, and escalate technical issues in line with established guidelines and documentation.
• Monitor and track reported issues to ensure timely resolution.
• Collaborate with team members to meet defined service level agreements (SLAs).
• Work with stakeholders to resolve reported issues efficiently.

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Skills & Experience

• 0–1 year of experience in a similar role.
• Basic understanding of cloud technologies (AWS preferred).
• Familiarity with ticketing tools.
• Exposure to monitoring tools is an added advantage.
• Strong documentation skills.
• Ability to work independently as well as collaboratively in a 24x7x365 environment.
• Good command of the English language.
• Strong written and verbal communication skills.
• Good organizational and time management abilities.
• Sound decision-making and problem-solving skills..