We are looking for a motivated Sr System Engineer from within our team to step into a client-facing, operationally critical role. If you have a solid foundation in application support, infrastructure monitoring, and thrive in a fast-paced 24×7 environment, we want to hear from you. What You Will Do • Support a 24×7 operational environment across rotational shifts, ensuring continuous service availability. • Own Level 2 analysis, troubleshooting, and resolution of application and infrastructure incidents. • Conduct recording reviews to evaluate user experience and measure service impact. • Collect and analyse application logs; escalate complex cases to the Development team with clear documentation. • Serve as a trusted point of contact for clients — tracking open issues, driving resolutions, and delivering an exceptional service experience. • Prepare and deliver weekly/monthly client read-outs and progress presentations. • Identify, qualify, and drive issue/bug remediation to closure across the client base. • Maintain a living record of known issues and fixes, ensuring consistent resolution across all clients. • Investigate complex application and database performance issues and lead them through to resolution. • Convert recurring known issues into proactive alerts and collaborate with operations teams to build sustainable workflows. • Author and maintain clear technical and operational procedure documentation. • Participate in daily/weekly technical and leadership calls, providing timely progress updates. • Build strong, collaborative relationships with customers and internal team members. • Provide technical guidance to customers, helping strengthen their skills and confidence. What We Are Looking For • 5+ years of experience in proactive support and infrastructure/application monitoring. • Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations. • Demonstrated ability to uphold team, account, and client policies and procedures. • Hands-on experience with Application/Infrastructure Monitoring tools and solutions. • Solid experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs. • Foundational knowledge of networking and Azure Monitoring. • Intermediate SQL skills — including SQL Jobs, queries, blocking scenarios, and Always On configuration. • Experience with ITSM platforms such as ServiceNow or equivalent Service Desk tools. • Basic understanding of ITIL framework (V3.0 Foundation certification is an advantage). • Ability to create clear, visually compelling data reports using Power BI, Excel pivot tables, and charts. • Strong command of written and verbal English; international support experience (US or Europe preferred). Nice to Have • Exposure to healthcare-related applications or patient care environments. • Practical experience with Azure cloud environments. Qualifications • Bachelor's degree in Computer Science, Information Technology, or a related field. • Relevant IT certification(s) are a plus. • Excellent interpersonal and communication skills — written and verbal — with a customer-first mindset. At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities. Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at HarrisTalentAcquisition@harriscomputer.com. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status. Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.