Systems Support Engineer

Job Description:

Is responsible for ensuring the smooth operation of all IT systems through comprehensive technical support and proactive system administration. Providing client support, and collaborating closely with software vendor to resolve complex technical issues and implement new systems effectively. The Systems Support Engineer will also be responsible for monitoring system performance, documenting deliverables, and keeping stakeholders informed on progress and potential risks.

Key Responsibilities:

• System Administration: Perform various tasks on systems to ensure smooth operation.
• Client Support: Provide on-site or remote support to clients during the initial phase of using new systems.
• Issue Resolution: Resolve technical issues through software updates, configuration adjustments, or by guiding staff through troubleshooting steps.
• Vendor Collaboration: Work closely with vendors to troubleshoot and resolve complex technical issues, and monitor the progress of tasks assigned to their development team throughout the requirements log.
• Task Monitoring: Oversee the progress of tasks assigned to the vendors development team, with bi-monthly follow-ups.
• Documentation: Accurately document deliverables from vendors.
• Feature Testing: Test the integration of newly developed features to ensure they meet user requirements and acceptance criteria defined.
• System Monitoring: Continuously monitor system performance and implement improvements to enhance reliability and security.
• Staff Training: Provide training and support to staff on IT systems and procedures to ensure proficient use.
• Stakeholder Communication: Keep stakeholders informed on pending requirements progress, including any identified risks, concerns, or required adjustments.
• Reporting: Prepare detailed reports on system performance and technical issues.