System Engineer


The primary role of this job is to provide the technical support of products to our worldwide engineers and customers.

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

Mauritius specific work

In addition to the above there is a requirement that the incumbent is able to support systems in a business continuity role should the other international offices be unavailable in the event of a Business Continuity event.