Systems Support Engineer

The Systems Support Engineer undertakes complex projects related to system provisioning, installations, configurations as well as monitoring and maintenance of systems. He/ She applies highly developed specialist knowledge and skills in systems administration and works toward continuous optimization of system performance. He implements system improvements and instructs other IT staff in the resolution of most complex issues. 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 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 Continuity

Proficiency Level

"Implement business continuity and contingency procedures and exercises"

Business Needs Analysis

Proficiency Level

"Elicit and analyze business requirements from key stakeholders and assess relevant solutions and their potential impact"

Configuration Tracking

Proficiency Level

"Develop and update a configuration management plan, determining systems and techniques to track changes and revisions "

Cyber and Data Breach Incident Management

Proficiency Level

"Troubleshoot incidents, escalate alerts to relevant stakeholder, and analyze root causes and implications of incidents "

"Develop incident management procedures and synthesize incident-related analyses to distill key insights, resolve incidents and establish mitigating and preventive solutions "

Infrastructure Support

Proficiency Level

Diagnose, troubleshoot and provide end-to-end management of infrastructure disruptions or technical issues encountered by users, and plan infrastructure upgrade activities

Generic Skills & Competencies

Communication

Proficiency Level

"Articulate and discuss ideas and persuade others to achieve common outcomes "

Intermediate

Interpersonal Skills

Proficiency Level

Detect and decipher emotions of others to manage interpersonal relationships in social situations.

Intermediate

Problem Solving

Proficiency Level

Identify easily perceivable problems and follow given guidelines and procedures to solve the problems.

Basic

Teamwork

Proficiency Level

Facilitate work team activities, provide assistance and support needed by team members and promote ownership and commitment among team members to work goals to improve team performance.

Intermediate

Critical Work Functions and Key Tasks

Oversee service level agreements and service improvements

• Manage the development of service-level objectives and targets
• Monitor service-level objectives to ensure that requirements are met or exceeded
• Develop client satisfaction metrics and service procedures
• Propose recommendations to improve performance and client satisfaction

Design and develop new systems

• Develop new systems in accordance with business analysis and systems requirements
• Design security and integrity controls
• Install, modify, implement and maintain systems
• Define the system maintenance procedures
• Analyse the use of new systems to identify enhancement needs
• Conduct user acceptance tests for the newly deployed systems
• Lead research initiatives for the development of advanced and automated approaches for system administration
• Interpret internal or external business issues and recommends solutions and/or best practices
• Provide technical advice on installation, setup, configuration of systems

Optimise systems performance

• Explore opportunities to optimise the delivery of systems services with emphasis on availability, reliability, scalability, and security
• Conduct system audits and upgrades
• Develop automated processes to define, measure, and report on service quality, stability and capacity
• Analyse system requirements and performance to optimise the use of network operating systems
• Schedule installations and upgrades in accordance with organisational policies, procedures and protocols

Resolve system-related incidents

• Conduct risk assessments of systems
• Investigate cause of systems issues and resolve issues to ensure uninterrupted operations
• Resolve escalated system-related issues to identify root cause and potential solutions

More Information

Related Occupations

Associate Systems Support Engineer

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