Systems Engineer

Job Summary

The successful candidate will be responsible for managing service requests, troubleshooting technical issues, maintaining access controls, supporting monitoring infrastructure, and ensuring compliance with internal policies, SOPs, and MOPs. They will collaborate closely with engineering teams, vendors, and system owners to uphold system performance, generate insightful reports, assist with change requests, and support end-users through documentation and training.

This position requires strong analytical skills, a commitment to service quality, and the ability to work independently while coordinating with multiple stakeholders.

Responsibilities & Duties

· Ensure timely response and resolution of service requests in accordance with established service level agreements (SLAs).

· Maintain comprehensive and up-to-date documentation of service requests, incidents, and resolutions within the department's knowledge base and ticketing systems.

· Investigate and resolve issues originating from alarm monitoring systems, NOC escalations, developers, and other dependent support, and engineering teams. Prioritize first-call resolution where possible, engage vendor support when required, and escalate to engineering only when necessary.

· Conduct regular audits of server, application, and database access, including user privileges and permissions, to ensure alignment with company policies and adherence to security and compliance standards.

· Assist in the setup, configuration, and optimization of system monitoring tools to track performance, availability, service health, and other operational metrics across all systems, services, applications, and platforms.

· Monitor and manage the team's mailbox, proactively identifying system-related events, alerts, or issues. Create and track tickets based on actionable items received via email to ensure timely resolution and visibility.

· Generate capacity reports across systems managed by various system owners, covering key metrics such as performance, availability, and other relevant indicators, as requested.

· Support end-users in the effective use of supported applications through clear documentation, training sessions, or presentations, as needed.

· Adhere to internal policies, Standard Operating Procedures (SOPs), and Methods of Procedure (MOPs); complete all required compliance training within designated timelines; and assist the team in preparing and submitting change requests as needed.

Qualifications:

Education & Experience:

· Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).

· –2 years of experience in a technical support, systems operations, or infrastructure support role.

Technical Skills:

· Ability to execute SQL commands in a read-only capacity; can perform read-write operations with proper guidance and approved SOPs/MOPs.

· Basic Linux system administration skills, including command-line navigation, log review, and simple shell scripting.

· Foundational understanding of networking concepts, including TCP/IP, firewalls, and network security.

· Competent in reviewing system alerts and logs to assist in issue identification and escalation.

· Familiar with server, application, and database environments, with the ability to monitor and report on system health.

· Understanding of access control principles, auditing, and security best practices.

· Basic knowledge of observability practices, including the ability to set up monitoring for systems and services using standard tools and metrics.

· Exposure to change management processes, with the ability to follow documented procedures and workflows.

Soft Skills:

· Strong analytical and problem-solving abilities.

· Excellent written and verbal communication skills.

· Ability to follow procedures and maintain accurate documentation.

· Customer-focused mindset with a proactive approach to issue resolution.

· Ability to work independently and collaboratively in a team-oriented environment.