Associate Systems Support Engineer
The Associate Systems Support Engineer performs routine systems administration related activities. He/She ensures systems operate in a manner that meets business needs and that system improvements are successfully implemented. He assists with implementing remedial actions in the event of system failures/breakdowns. He maximises service uptime, maintains system backups, manages service licensing and maintains security standards. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays to resolve systems related incidents. He works in a team setting and is proficient in infrastructure systems and network-related tools and techniques required by the organisation. He is also familiar with the relevant platforms on which the database is deployed on. The Associate Systems Support Engineer is able to quickly and effectively solve issues as they arise. He is able to methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. He is able to communicate effectively and displays high service level standards.
What Does a Associate Systems Support Engineer Do?
Key Responsibilities & Tasks
Oversee service level agreements and service improvements
- Assist in developing service-level objectives and targets
- Maintain log of service level performance metrics
- Suggest improvements for procedures and controls to enhance performance and client satisfaction
- Identify recurring incidents and potential issues for senior management
Design and develop new systems
- Assist with the development of new systems in accordance with business needs and systems requirements
- Implement systems security and integrity controls
- Assist with new system testing and implementation procedures
- Assist with piloting of new tools, technologies, and/or processes
- Assist with user acceptance tests for the newly deployed systems
- Perform system upgrades
- Manage administration of user groups
- Maintain documentation on current systems set-up and standard operating procedures
- Implement plans to make systems available to users in a shared, secure and controlled manner for easy adoption
Optimise systems performance
- Carry out optimisation of system components, updates and upgrades
- Conduct technical research for software and hardware upgrades
- Maintain documentation of all conducted system optimisation activities
- Track key operational metrics, performance, utilisation, throughput and capacity
- Collate performance and data usage statistics for capacity planning and reporting
Resolve system-related incidents
- Identify and resolve system-related issues
- Escalated unresolved system-related issues
Do You Have the Skills for This Role?
A Associate Systems Support Engineer needs 4 core competencies. Here's what's required and at what level.
Supporting Skills
Communication
BasicInteracting with Others
Collaboration
BasicInteracting with Others
Problem Solving
BasicThinking Critically
Customer Orientation
BasicInteracting with Others
SkillsFuture Skill Levels
3 levelsBasic
Recognise and understand fundamental concepts. Apply skills in routine situations with guidance.
Intermediate
Apply skills in varied situations independently. Analyse problems and adapt approaches as needed.
Advanced
Lead and innovate in complex situations. Evaluate strategies, guide teams, and drive improvements.
Technical Skills & Competencies (TSC) Levels
6 levelsFollow
Carry out routine tasks under close supervision. Follow established procedures and guidelines.
Assist
Perform tasks with some independence. Assist in non-routine situations and apply established techniques.
Apply
Apply skills and knowledge independently in varied situations. Analyse problems and adapt approaches.
Analyse
Analyse complex situations and develop solutions. Guide and mentor junior colleagues.
Strategise
Set strategic direction and drive innovation. Evaluate trade-offs and make high-impact decisions.
Transform
Lead industry transformation. Establish standards, shape policy, and provide expert advisory.
Technical Skills & Competencies
A Associate Systems Support Engineer requires 13 technical skills at specific proficiency levels.
Process Improvement and Optimisation
Level 3Business and Project Management
Identify and Implement the adoption of process improvement and optimisation methods
Project Management
Level 3Business and Project Management
Oversee small projects or programmes, managing timelines, resources, risks and stakeholdersOversee small projects or programmes, managing timelines, resources, risks and stakeholders
Security Administration
Level 3Operations and User Support
Administer, configure and troubleshoot security programmes and mechanisms, and analyse impact of patches and updates on system and networks
Service Level Management
Level 3Stakeholder and Contract Management
Monitor service levels, review and report service delivery deviations
Stakeholder Management
Level 3Stakeholder and Contract Management
Serve as the organisation's main contact point for stakeholder communications, clarifying responsibilities among stakholders, and engaging them to align expectations
System Integration
Level 3Development and Implementation
Perform basic compatibility assessments and integrate selected system components according to a plan
Business Needs Analysis
Level 2Business and Project Management
Document business requirements and identify basic needs as well as potential solutions
Configuration Tracking
Level 2Development and Implementation
Verify accuracy, completeness and currency of information in configuration logs and review unauthorised changes, diversions or inappropriate use of software assets
Cyber and Data Breach Incident Management
Level 2Operations and User Support
Provide real-time incident and status reporting, and identify affected systems and user groups
Infrastructure Support
Level 2Operations and User Support
Analyse issues or incidents encountered by users and conduct troubleshooting, and roll out upgrades
IT Asset Management
Level 2Operations and User Support
Procure and categorise IT assets across different lifecycle stages, and monitor IT asset levels regularly
Network Administration and Maintenance
Level 2Operations and User Support
Monitor network performance, investigate and resolve network faults or downtime
Procurement
Level 2Stakeholder and Contract Management
Conduct research and simple quality, risk and security checks on IT vendors, preparing draft documents and materials required in the procurement process
European Skills Framework
ESCOSkills and knowledge areas required for this occupation based on European classification.
Essential
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