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System Engineer
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Job Description
Interface on Level 2 support for system and network problems.
• Ability to identify hardware problems and determine the most efficient & cost effective way to resolve using systematic troubleshooting approach, technical documentation, and maintenance procedures.
• Report all recurring problems that aren’t being resolved effectively to appropriate network engineer to initiate prevention procedures & update documentation accordingly.
• Ability to order parts and repair damaged equipment according to equipment warranties with a minimum of downtime.
• Process timely defective reports to vendor to ensure accurate billing and meet warranty parameters.
• Coordinate replacement or loaner equipment, as needed.
• Install and test equipment at user site.
• Maintain awareness of related IT programs and projects to ensure that common goals and objectives are met.
• Escalates problems &/or issues to the Subject Matter Expert (SME) or department manager, as appropriate.
• Meets all service performance operational goals as defined by the department for number of tickets processed daily, response time via phone and email, on-site visit, callbacks, escalations, etc. work hours ,maintains & protects company assets
• Perform tasks in a professional & business-like manner
• Presents a positive attitude
• Consistently uses and promotes IT standards including security standards
• Updates matrix responsibilities as needed.
• Pro-actively follows-up and addresses recurring system problems to improve and support system integrity.
• Tests and evaluates software and hardware products to determine whether solutions will enhance global system functionality to meet users’ particular needs.
• Installs software onto users’ PCs or notebooks, as needed.
• Perform other duties as assigned
Job Qualifications
Desktop Application Support
• Expert user of the majority of hardware and OS.
• Expert user of desktop, client/server and Internet based application software, including awareness of version limitations.
• Confident user of client/server and Internet based applications

Physical Network (Layer 1) Support
• Advanced knowledge of structured cabling principles and standards.

Support Request Management
• Aware of the importance of structured record keeping and reporting.

Logical Network (Layer 3) Support
• Advanced knowledge of network infrastructures such as integration of routers, firewalls, switches, access points, etc.
• Advanced knowledge of network protocols. (i.e. TCP/IP, IPX/SPX, etc..)
• Able to perform complex network diagnostics to troubleshoot network problems. (i.e. routing simulation, DHCP diagnostics, RSSI readings)

Server/Special Applications (Layer 7) Support
• Advanced knowledge of network file systems and of file and user administration utilities.

Communication Skills
• Good level of written and spoken English appropriate to the context and audience.
• Able to liaise with senior staff.
• Able to train groups of staff or customer users.
• Able to negotiate with suppliers.
• Able to document current policies and practice.

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