Anthology: System Engineer

Job Description

Anthology, a global leader in education technology, is seeking a highly motivated System Engineer to join their Global Support team in Bengaluru. This entry-level position offers an excellent opportunity for fresh graduates to develop their technical skills in a dynamic and fast-paced environment.

As a System Engineer at Anthology, you will be responsible for providing first-level support on application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team. You will troubleshoot and resolve common technical problems related to operating systems, networks, and applications, and communicate with clients via email, chat, and phone to provide updates and resolve issues.

This role also involves documenting Root Cause Analyses (RCA) for recurring incidents, creating knowledge base articles to share solutions with internal teams and clients, and continuously improving knowledge base content. You will collaborate with cross-functional teams, including infrastructure, application development, and support, to resolve issues and maintain effective communication with internal and external teams.

Roles & Responsibilities

1. First-Level Support: Provide initial support for application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team.

2. Troubleshooting: Resolve common technical problems related to operating systems, networks, and applications.

3. Client Communication: Communicate with clients via email, chat, and phone to provide updates and resolve issues.

4. Root Cause Analysis: Document Root Cause Analyses (RCA) for recurring incidents and create knowledge base articles to share solutions.

5. Knowledge Base Improvement: Continuously improve knowledge base content and contribute to the creation of documentation to address common issues.

6. On-Call Support: Participate in on-call support on a weekend rotational basis, ensuring systems remain operational during off-hours.

7. Shift Work: Willingness to work in a rotational shift, providing flexibility for 24/7 support coverage.

8. System Monitoring: Proactively monitor systems and escalate issues when necessary to minimize downtime.

9. Collaboration: Collaborate with cross-functional teams to resolve issues and maintain effective communication.

10. Documentation: Maintain comprehensive documentation of support activities and resolutions.

11. Process Improvement: Identify opportunities for process improvements and contribute to the development of best practices.

12. Training: Participate in training sessions to enhance technical skills and knowledge.

Requirements & Eligibility

1. Educational Qualification: Bachelor's degree in Computer Science, Information Technology, or a related field.

2. Technical Skills:

   • Proficiency in Windows or Linux operating systems.

   • Basic understanding of network protocols (TCP/IP, DNS, DHCP).

   • Experience in web server management and associated troubleshooting.

   • Basic knowledge of SQL (writing basic queries).

   • PowerShell scripting skills for automation and troubleshooting.

   • Familiarity with Microsoft Azure or Amazon Web Services (AWS) cloud platforms.

3. Tools & Platforms:

   • Familiarity with ticketing systems such as Azure DevOps (ADO) & Salesforce.

   • Understanding of virtualization technologies (e.g., VMware, Docker).

4. Communication Skills: Excellent verbal and written communication skills in English.

5. Problem-Solving Skills: Strong analytical and troubleshooting abilities.

6. Team Collaboration: Ability to work effectively in a collaborative team environment.

7. Adaptability: Willingness to learn new technologies and adapt to changing project requirements.

8. Attention to Detail: Strong attention to detail and commitment to delivering high-quality work.

9. Experience: 0–2 years of relevant experience in IT support, system administration, or a related field.

10. Availability: Willingness to work in rotational shifts and provide 24/7 support coverage.

Expected Salary

The expected salary for the System Engineer role at Anthology is competitive and aligns with industry standards for entry-level positions in IT support and system administration. Compensation packages typically include a base salary along with benefits such as health insurance, paid time off, and other perks. Specific salary details will be discussed during the interview process.

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