MehnaTi

Associate Systems Support Engineer

The Associate Systems Support Engineer performs routine systems administration related activities. He/ She ensures systems operate in a manner that meets business needs and that system improvements are successfully implemented. He assists with implementing remedial actions in the event of system failures/breakdowns. He maximizes service uptime, maintains system backups, manages service licensing and maintains security standards. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays to resolve systems related incidents. He works in a team setting and is proficient in infrastructure systems and network-related tools and techniques required by the organization. He is also familiar with the relevant platforms on which the database is deployed on. The Associate Systems Support Engineer is able to quickly and effectively solve issues as they arise. He is able to methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. He is able to communicate effectively and displays high service level standards.

Skills and Competencies

Technical Skills & Competencies

Business Needs Analysis
Proficiency Level
"Document business requirements and identify basic needs as well as potential solutions"
2
Configuration Tracking
Proficiency Level
"Label, track and document all configuration items and changes to software projects using standard tools and templates "
1
"Verify accuracy, completeness and currency of information in configuration logs and review unauthorized changes, diversions or inappropriate use of software assets "
2
Cyber and Data Breach Incident Management
Proficiency Level
"Provide real-time incident and status reporting, and identify affected systems and user groups "
2
Infrastructure Support
Proficiency Level
Follow a fixed set of procedures to execute basic infrastructure administration and support
1
Analyse issues or incidents encountered by users and conduct troubleshooting, and roll out upgrades
2
IT Asset Management
Proficiency Level
Procure and categorize IT assets across different lifecycle stages, and monitor IT asset levels regularly
2

Generic Skills & Competencies

Communication
Proficiency Level
"Communicate information with others to respond to general inquiries and to obtain specific information. "
Basic
Interpersonal Skills
Proficiency Level
Recognize own internal feelings and emotional states to manage interpersonal relationships in social situations.
Basic
Service Orientation
Proficiency Level
Exceed customer needs and expectations and handle service challenges with a positive mindset. Demonstrate an understanding of the organisation’s service vision, mission and values.
Basic
Problem Solving
Proficiency Level
Identify easily perceivable problems and follow given guidelines and procedures to solve the problems.
Basic
Teamwork
Proficiency Level
Contribute to a positive and cooperative working environment by fulfilling own responsibilities and providing support to co-workers to achieve team goals.
Basic

Critical Work Functions and Key Tasks

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

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