Position Overview
The Systems Support Engineer performs routine systems administration related activities. They ensure systems operate in a manner that meets business needs and that system improvements are successfully implemented. They assists with implementing remedial actions in the event of system failures/breakdowns. They maximise service uptime, maintains system backups, manage service licensing and maintain security standards. They are required to be on standby with on-call availability with varied shifts including nights, weekends and holidays to resolve systems related incidents.
Role & Responsibilities
Oversee service level agreements and service improvements
- Assist in developing service-level objectives and targets
- Maintain log of service level performance metrics
- Suggest improvements for procedures and controls to enhance performance and client satisfaction
- Identify recurring incidents and potential issues for senior management
Design and develop new systems
- Assist with the development of new systems in accordance with business needs and systems requirements
- Implement systems security and integrity controls
- Assist with new system testing and implementation procedures
- Assist with piloting of new tools, technologies, and/or processes
- Assist with user acceptance tests for the newly deployed systems
- Perform system upgrades
- Manage administration of user groups
- Maintain documentation on current systems set-up and standard operating procedures
- Implement plans to make systems available to users in a shared, secure and controlled manner for easy adoption
Optimise systems performance
- Carry out optimisation of system components, updates and upgrades
- Conduct technical research for software and hardware upgrades
- Maintain documentation of all conducted system optimisation activities
- Track key operational metrics, performance, utilisation, throughput and capacity
- Collate performance and data usage statistics for capacity planning and reporting
Resolve system-related incidents
- Identify and resolve system-related issues
- Escalated unresolved system-related issues
Security and Compliance
- Ensure systems meet top security standards and comply with regulations.
- Conduct security audits and implement corrective actions.
Requirements
- Degree in IT or equivalent
- Minimum 4 years of relevant working experience
- Relevant vendor-specific certifications (e.g. VMware, Microsoft, RedHat, Nutanix)
- ITIL Foundation Certification
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