Operations & Ticket Management: Handle operational support tickets efficiently and ensure strict adherence to Service Level Agreements (SLAs).
User Support & Solution Delivery: Analyze user requirements to deliver fast, reliable, and effective technical solutions.
Troubleshooting & Root Cause Analysis (RCA): Perform in-depth technical troubleshooting and root cause analysis to resolve complex system issues and prevent recurrence.
SOP & Tool Development: Develop, refine, and update Standard Operating Procedures (SOPs) and operational support tools to streamline workflows.
Infrastructure & Data Center Operations: Oversee server and data center operations, including:
Storage systems management
Availability and capacity monitoring
Maintenance of system change logs
Server installation, provisioning, and configuration
System Security: Maintain and enforce system and application security measures to protect against cyber threats and vulnerabilities.
Team Leadership & Development: Lead, mentor, and foster the professional growth of team members to drive high operational performance.
Documentation Management: Ensure all system architecture, configurations, and procedures are comprehensively documented and updated in alignment with company policies.
Requirements
Education: Bachelor's degree (S1) in Information Technology, Computer Science, or a related field.
Experience:
Minimum of 5 years of experience as a System Engineer; OR
Minimum of 2 years of experience in a leadership/team lead role as a System Engineer.
Core Systems & Hardware:
Hands-on experience in hardware and software installation, configuration, and troubleshooting.
Strong proficiency in Windows Server and Linux Server administration.
Experience with physical infrastructure hardware (e.g., CCTV, UPS, Access Control Systems).
IT inventory management and software license tracking.
Networking Expertise: Solid understanding of core networking concepts, including TCP/IP, Subnetting, VLANs, and Routing.
