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System Engineer
3 months ago
Responsibilities
• Engaging with clients in regional areas to understand their specific IT needs and design tailored solutions
• Integrate various system components and subsystems to create a cohesive and functional system, ensuring all deliverables are implemented within the designated timeline to meet the goals and objectives of the projects
• Diagnose and resolve technical issues efficiently, implementing effective solutions within the defined SLA
• Conduct root cause analysis to address underlying problems
• Utilising service desk ticketing system to log and prioritise support requests
• Collaborate with vendors for hardware replacement and targeted software patches
• Follow escalation protocols for issues that require higher-level intervention
• Engage in routine system maintenance, updates and patching to ensure ongoing operational stability
• Streamline routine system administration tasks to reduce manual effort and minimize errors
• Identify repetitive tasks and implement automation solutions to minimize errors
• Propose and implement changes to system/network configuration based on objective defined analysis
• Establishing and maintaining open lines of communication with all relevant stakeholders
• Communicate technical concepts to non-technical stakeholders in a clear and understandable manner
• Conducting milestone reviews to ensure alignment with client expectations
• Implement and uphold robust security measures, safeguarding client and company data and ensuring compliance with industry regulations
• Implement and manage access control measures, ensuring proper authentication mechanisms for system users
• Conduct regular assessments and implement security patches promptly to address potential vulnerabilities in systems
• Participate in post-incident reviews to assess the effectiveness of incident response procedures
• Propose and implement improvements based on lessons learned from security incidents
• Develop and conduct user training sessions to ensure clients' staff are proficient in using the implemented IT systems
• Create training materials and documentation for ongoing user reference and support
• Develop and maintain FAQ documentation
• Stay updated on the latest technologies and industry trends relevant to system support
• Engage in ongoing professional development to enhance troubleshooting skills
• Optimise system performance and recommend improvements
• Regularly review and update system documentation to ensure accuracy and relevance
• Contribute to the creation and maintenance of a comprehensive knowledge base
• Document common issues, troubleshooting steps, and solutions for internal and end-user reference
• Document and maintain the IT inventory for digital and physical assets
• Document all changes to configuration, integrations, and dependencies
• Document all procedural guides and operational manuals to assist fellow team members in system administration tasks
• Document all UAT handover activities and test cases where required
• Document and maintain the back, recovery process and challenges faced
• Assist in any ad-hoc tasks as needed or assigned
Requirements
• Diploma or Bachelor’s degree in IT, Computer Engineering/Computer Science, or related field
• 3 to 5 years proven experience as a System Engineer, Network Engineer or similar role
• Familiar with the challenges and opportunities inherent in providing IT services to businesses in regional areas
• Prefer candidates with the relevant certifications, such as Cisco Certified Network Associate (CCNA), VMware Certified Professional (VCP), ITIL Foundation Certification
• Strong problem-solving skills with a focus on customer satisfaction
• Adaptability to the diverse technology needs of regional clients
• Proactive and self-motivated, committed to continuous learning and able to adapt to a fast paced environment
• Ability to work both independently and collaboratively within a team-oriented environment
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