IT Support Engineer

Job Description

The IT Support Engineer is part of the DXG DSS Platform and Product Support (PPS) team.  In this role you are responsible for providing analysis, recommendations on resolution and support of applications and technical services that is utilized by business professionals who partner with Wolters Kluwer. Additional responsibilities include working with Application Development, Operational Intelligence, DevOps, and QA teams to improve incident resolution, issue anticipation and system resiliency.

Essential Duties and responsibilities

Provide support for */dxg multiple research platforms and related services utilized by customers of Wolters Kluwer
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Proactive monitoring / Event management: analysis of system alerts, logs, system behavior, Performance analysis, resource utilization, and performance trends
Take ownership of customer issues reported and see problems through to resolution
Provide management with metrics related to system availability, support issues, and KPIs as requested
Job Qualifications

Education: 

Required: Bachelor’s Degree in Computer Science, Mathematics, or Information Technology, or related field.

Preferred: Master’s Degree in Computer Science or Information Technology or related field.

Experience and Capabilities: 

3- 5 years minimum experience supporting enterprise client applications
Minimum of 4 years supporting applications in a networked environment utilizing cloud base services i.e. AWS or Azure
Experience supporting cloud and network-based storage systems
Experience using ITIL-certified software to document and track issues
At least 1 year of experience supporting Web based or JAVA/JRE/JVM-based applications
Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, New Relic, AWS CloudWatch, and Solarwinds.
Other Desirable Knowledge, Skills, Abilities, or Certifications:

Excellent written and spoken communication skills in English
The ability to work flexible shifts
Demonstrated ability to work independently and manage multiple deadlines
The ability to document and illustrate cause and effect as part of problem-solving is a must
Strong interpersonal skills with experience in managing support projects and teams are a plus
Certifications in MS-SQL, AWS, and ITIL desired
Able to write query scripts to retrieve data for analysis
Utilized technologies: Linux, Apache, JBOSS, J2EE, JavaScript, GWT, REST Web Services, MSSQL, SQL/Bash/Perl scripting.
Experience with REST API Web services.
Knowledge in Linux, Apache, JBOSS, J2EE, and Bash/Perl scripting for log analysis.
Development-Operations (DevOps) experience supporting web-based applications a plus
Experience in J2EE development and 2+ years of QA background will be considered in place of other requirements.

Work hours determined by shift as part of a 7x24 staffing schedule:

Shift

India Standard Time

Shift-1

07:00 AM – 04:00 PM

Shift-2

03:00 PM – 12:00 AM

Shift-3

11:00 PM – 08:00 AM

Shift assignments will be rotated every month

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.