System Engineer

Role Overview

The System Engineer for the IT Operations Center plays a critical role in ensuring continuous operational support for vital systems around the clock. This individual acts as the primary contact point for IT incidents, alerts, and service requests, guaranteeing end-to-end system availability and compliance with service level agreements (SLAs). Operating on a 12-hour rotating shift pattern, the engineer facilitates ongoing monitoring, incident management, and support across infrastructure, applications, and business systems to maintain smooth operations.

Key Responsibilities

• Maintain comprehensive service availability.
• Ensure incident responses and resolutions occur within SLA timelines.
• Accurately log, classify, and escalate tickets as necessary.
• Respond promptly to alerts, typically within 15 minutes.
• Conduct thorough shift handovers to maintain continuity.
• Manage a high volume of operational tasks spanning calls, incidents, and alerts.
• Handle first-level troubleshooting and support at the service desk.
• Coordinate incident management activities including logging, communication, and resolving network, system, and application issues.
• Execute real-time monitoring and recovery actions following predefined SOPs.
• Oversee operational duties such as monitoring shared mailboxes and managing tasks like SQL scripts and account unlocks.
• Assess and endorse data centre and security access requests.
• Perform structured shift handovers and any additional duties assigned.

Required Competencies

• Strong analytical thinking and problem-solving acumen.
• Effective communication skills and ability to engage stakeholders.
• Capability to perform well under pressure.
• Strict adherence to established SOPs and processes.
• Detail-oriented team player with an aptitude for shift-based work.

Qualifications and Experience

• Diploma or degree in IT, Computer Science, or a related field.
• Between one to three years of experience in IT support, service desk, Network Operations Centre (NOC), or Security Operations Centre (SOC) at level 1.
• Recent graduates with relevant internship experience may be considered.
• Availability to work 12-hour shifts on a rotating schedule covering weekends, public holidays, and nights.
• Work is onsite at the command centre; remote work options are not available.
• Ability to manage a high-volume, real-time operational workload effectively.
• Opportunities for senior and lead roles exist for suitably qualified candidates.

Technical Skills

• Basic understanding of servers, networking, and operating systems.
• Familiarity with Windows and Linux environments, including SQL and scripting.
• Experience with incident handling and alert monitoring procedures.
• Knowledge of Linux command-line tools such as the VI editor.
• ITIL Foundation certification or understanding is advantageous.
• Skills in automation or scripting are preferred.