Systems Engineer

The Systems Engineer’s role is to ensure the stability, integrity, and efficient operation of the in-house information systems that support core organizational functions. This is achieved by monitoring, maintaining, supporting, and optimizing all networked software, hardware, and associated operating systems. The Systems Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. In addition, the Systems Engineer is also require to handle the helpdesk tickets and serve as second tier technical support for Help Desk.

Responsibilities

• The duties listed below are intended only as examples of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class




•  Strategy & Planning




• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in developing long-term strategies and capacity planning for meeting future computing hardware/software needs.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring systems performance.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Assist in developing long-term strategies and capacity planning for meeting future computing hardware/software needs.
• Support development and implementation of new IT projects.
• Maintain up-to-date knowledge of hardware, software, & support service contracts and supervise contract-based installations.
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
• Collaborate with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
• Work with executive team members, decision makers, and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues




• Acquisition & Deployment




• Design and deploy new applications and enhancements to existing applications, software, and operating systems.
• Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions.
• Conduct research on software and systems products to justify recommendations and to support purchasing efforts.
• Interact and negotiate with vendors, outsourcers, and contractors to secure system-related products and services.
• Conduct research on desktop products in support of IT procurement and development efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of Server, PCs, desktop & networking hardware and related products.
• Recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs




• Operational Management




• Participate in fielding requests to Service Desk via telephone and e-mail when necessary to ensure courteous, timely and effective resolution of end user issues.
• Build rapport and elicit problem details from service desk customers.
• Contribute to recording, tracking, and documenting the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of servers and storage systems.
• Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
• Design and perform server and security audits, system backup procedures, and other recovery processes in accordance with the company’s disaster recovery and business continuity strategies.
• Integrate servers, including database, e-mail, print, and backup servers and their associated software into enterprise systems.
• Ensure system connectivity of all servers, shared software, groupware, and other applications.
• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
• Ensure compatibility and interoperability of in-house computing systems, and that all physical desktop connections are in proper working order.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
• Provide training and develop help sheets & FAQ lists for end users.
• Test fixes to ensure problem has been adequately resolved, and perform post-resolution follow-ups.
• Reinforce SLAs to manage end-user expectations.
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
• Collaborate with other staff in ServiceDesk and Network Operations to ensure efficient operation of the company’s desktop computing environment.
• Answer to and perform moves, additions, and changes (MAC) requests as they are submitted by line managers.
• Prepare tests and applications for monitoring system and desktop performance, then provide performance statistics and reports.
• If necessary, liaise with third-party support and PC equipment vendors.

 

• Communications

 

• Regularly reports on progress of various assigned tasks and participated IT projects
• Resolves and/or escalates issues through others in a timely fashion.
• Understands how to communicate difficult/sensitive information tactfully

Qualification and Skills

• Formal Education & Certification
• BE/B.Tech in CSE or IT
• Certifications in Microsoft, VMware, Cisco, HP, & EMC is an asset. 




• Knowledge & Experience




• 7-10 years of direct work experience in datacenter implementation & support capacity, including all aspects of process development and execution.
• Technically competent with Microsoft Windows Server OS, Linux, Unix, and Hardware/Software/Networking troubleshooting.
• Strong documentation skills and ability to read and interpret advanced technical documents and write routine reports
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
• Ability to support multiple work assignments simultaneously and establish priorities.
• Must be knowledgeable in office procedures and able to answer questions in a professional and friendly manner. Knowledge of applicable data privacy practices and laws.
• Extensive application support experience with Oracle EBS, Salesforce.com, & PowerBI is a plus.
• Proven hands-on hardware troubleshooting experience is required; Working knowledge of a range of diagnostic utilities, including Wireshark, MDOP Tools, Putty, PowerShell, & etc. is also a must 




• Personal Attributes
• Emotional maturity; keen attention-to-detail, highly self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Reputation for discretion, integrity, honesty and ability to manage confidential information
• Must be able to learn, understand, and apply new technologies quickly.
• Experience at working both independently and in a team-oriented, collaborative environment is essential.
• Forward-looking thinker, who actively seeks opportunities and proposes solutions.
• Effective interpersonal skills and relationship-building skills.
• Understanding of the organization’s goals and objectives.
• Analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Ability to communicate ideas in both technical and user-friendly language.