IMEA (India, Middle East, Africa)
India
LIXIL INDIA PVT LTD
Employee Assignment
Not remote
Full Time
2 June 2025
Systems Engineer
Responsibilities
- Continuously monitor system alarms from all kinds of IT Services such as Network, Server, Cloud etc. 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 incidents related to IT Services such as Network, Server, Cloud etc. by referring SOPs or KEDB (Know Error Database)
- Handle and solve IT tasks related to IT Services such as Network, Server, Cloud etc. by referring SOPs or KEDB (Know Error Database)
- Graduation or equivalent; a degree in Information Technology or a related field is a plus
Requirements
- Graduation or equivalent; a degree in Information Technology or a related field is a plus
- Shift working required and mandatory; 6 days a week on a rotational basis
- Role may require flexibility, including working different hours, weekends, or holidays, to provide global support coverage
- Experience in 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
- Nice to have specialty is any of the languages (Japanese, German, Spanish and Chinese)
Qualifications
- 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 also
