System Engineer

Roles & Responsibilities

The system Engineer is responsible for capturing specific user problems, recording them, and resolving them through fixed prescribed solutions or escalating as required. He will be on the front line of the support business continuity.

Core Responsibilities:

• Support for Incident and Request management
• Ticket Management: Register, prioritize, and categorize tickets effectively
• User Communication: Update users on the progress of their tickets, respond to emails with updates on the same business day, and provide clear communication throughout the ticket lifecycle
• Service Allocation and Follow-up: Allocate tickets to desk-side support when required, follow up to ensure issues are resolved and tickets are closed, and work to reduce turnaround time and increase computing time
• Knowledge Base and Documentation: Check the knowledge base for known errors, create and publish new articles, and provide references to relevant tickets when needed
• Escalation and Reporting: Escalate complex issues to the next level of support, track and monitor downtime, prepare incident checklists, and generate reports as needed
• Shift Management: Manage shift handovers effectively and ensure adherence to SLAs and KPI metrics
• Continuous Improvement: Focus on improving call response and resolution turnaround time (TAT), and strive for continuous improvement in all aspects of service delivery.

Qualifications/Requirements:

• Qualification: Graduate degree (Science background),
• Proficiency in English (Verbal, Written)
• Experience: Work experience of 0-1 years in the relevant System Support
• L2 preferred in 24x7 support model
• Primary Skills: Strong Communication Skills - Written and Verbal.
• Ability to demonstrate experience supporting customer interactions and troubleshooting via various tools and systems in place.
• Secondary Skills: Technical Support Professional Skills, monitoring tools, Linux, and AWS.