IT Systems Engineer
Our organization is seeking a qualified IT Systems Engineer to join our team. The incumbent will be primarily responsible for providing technical support for our products to engineers and customers worldwide, ensuring the highest level of service and technical excellence.
What responsibilities will you have?
- Provide tier-2 technical support to a large number of products in a technical manner.
- Be responsible for product deployment and support for a set of defined products.
- Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.
- Log, investigate and track technical issues from clients.
- Closely monitor application events via web-based monitoring systems.
- Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.
- Adhere to incident management KPI's.
- Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.
- Work closely with other teams to ensure effectivity of resolving incident calls, and effective communication with other teams.
- Deploy and troubleshoot in-house software products' features and fixes to live environments whilst understanding the potential impacts on various systems.
- Document technical articles and problem resolution steps in company knowledge base system.
- Identify and develop ideas to enhance tools, process, training, techniques etc.
- Work diligently and responsibly on all live environments.
- Provide excellent services to both internal and external parties in a timely manner.
- Provide Stand-By and on-call support as required.
What skills & experience are we looking for?
- Relevant Degree or post-secondary education (Ex. BSc IT / IS).
- Strong understanding of Network infrastructure, IT system monitoring tools and service management concepts.
- Microsoft Certified: Azure Administrator Associate certification and/or Microsoft Certified: Azure DevOps Engineer Expert. (or equivalent certification)
- AWS Certified: AWS Certified Solutions Architect – Associate (or equivalent certification).
- Demonstrate a strong understanding of SQL2014->2019 including proven working experience with T-SQL scripting.
- Strong understanding or working knowledge of API concepts/support/deployment and integration processes.
- Experience with Mobile App support and deployment.
- Internet Information Services (IIS): Understanding configuration, optimization, and troubleshooting of IIS.
- ITIL Certification would be advantageous: ITIL v3 and/or ITIL v4 Foundation certification.