Systems Engineer at AECI Limited

Job Description

• Purpose of the Job: The Systems Engineer is responsible for providing first-line support for all non-Microsoft applications within the organization, including but not limited to Syspro, SAP, Cognos, and operational technology (OT) devices such as scanners.
• The role requires strong technical skills to troubleshoot issues at a foundational level, resolve incidents efficiently, and escalate where necessary.
• The individual must be able to prioritize tasks, coordinate with users and service providers during issue resolution, and manage service delivery.
• Additionally, the Systems Engineer will be responsible for planning and executing system upgrades and patches, communicating planned downtimes, and ensuring minimal disruption to business operations.

Application and System Support

• Provide first-line support for non-Microsoft business systems (e.g., Syspro, SAP, Cognos)
• Troubleshoot and resolve incidents and service requests within agreed SLAs
• Maintain availability and performance of supported systems

Patch Management and Upgrades

• Plan, coordinate, and execute system updates, patches, and upgrades
• Ensure change control processes are followed
• Minimize downtime and disruption through effective communication and planning

Service Delivery & SLA Management

• Monitor and manage ticket queues for assigned systems
• Track performance against SLAs and take corrective action as needed
• Escalate unresolved issues and ensure timely follow-up

System Documentation and Knowledge Management

• Maintain accurate and up-to-date technical documentation
• Contribute to the knowledge base for common issues and procedures
• Document changes, upgrades, and known errors for future reference

Continuous Improvement & Root Cause Analysis

• Identify recurring issues and contribute to long-term solutions
• Participate in problem management and root cause analysis efforts
• Recommend improvements to systems, processes, and support models

Vendor and Service Provider Coordination

• Liaise with third-party vendors for support, escalations, and service improvement
• Ensure vendor performance aligns with service expectations
• Manage communication during outages or planned work involving external providers

Qualifications & Experience

• Diploma or Degree in Information Technology or related field
• ITIL Foundation
• Minimum 5 years of experience IT systems or enterprise application support roles
• Syspro (MUST have), SAP or Cognos support experience will be beneficial
• Solid understanding and application of ITIL processes
• Experience planning and executing system upgrades, patches, and application lifecycle management
• Experience compiling system reports and contributing to root cause analysis (RCA) efforts
• Ability to work with cross-functional teams (infra, dev, security) during escalations or planned changes

Competencies Required:

• Enterprise Application Support (e.g., Syspro, SAP, Cognos)
• Operational Technology (OT) Device Support (e.g., scanners, handheld devices)
• Strong incident resolution and troubleshooting abilities
• Patch management and system upgrade planning
• Familiarity with ServiceNow
• Basic understanding of networking, databases, and system integrations
• SLA and performance monitoring experience
• Knowledge of ITIL frameworks, especially Incident, Problem, and Change Management
• Scripting or automation skills - advantageous
• Analytical thinking: Ability to diagnose and resolve issues quickly and effectively
• Communication: Clear verbal and written communication with both technical and non-technical stakeholders
• Customer service orientation: User-focused approach with a commitment to service excellence
• Time management: Ability to prioritize tasks and manage multiple incidents concurrently
• Attention to detail: Ensures accuracy in support, documentation, and patching activities
• Adaptability: Able to learn new systems and respond to dynamic support environments
• Team collaboration: Works well across teams including service desk, infrastructure, security, and vendors
• Proactive mindset: Identifies potential issues before they impact users and suggests improvements

Closing Date

• 2025/07/31