Systems Support Engineer
The Systems Support Engineer undertakes complex projects related to system provisioning, installations, configurations as well as monitoring and maintenance of systems. He/She applies highly developed specialist knowledge and skills in systems administration and works toward continuous optimisation of system performance. He implements system improvements and instructs other IT staff in the resolution of most complex issues. 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 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 Systems Support Engineer Do?
Key Responsibilities & Tasks
Oversee service level agreements and service improvements
- Manage the development of service-level objectives and targets
- Monitor service-level objectives to ensure that requirements are met or exceeded
- Develop client satisfaction metrics and service procedures
- Propose recommendations to improve performance and client satisfaction
Design and develop new systems
- Develop new systems in accordance with business analysis and systems requirements
- Design security and integrity controls
- Install, modify, implement and maintain systems
- Define the system maintenance procedures
- Analyse the use of new systems to identify enhancement needs
- Conduct user acceptance tests for the newly deployed systems
- Lead research initiatives for the development of advanced and automated approaches for system administration
- Interpret internal or external business issues and recommends solutions and/or best practices
- Provide technical advice on installation, setup, configuration of systems
Optimise systems performance
- Explore opportunities to optimise the delivery of systems services with emphasis on availability, reliability, scalability, and security
- Conduct system audits and upgrades
- Develop automated processes to define, measure, and report on service quality, stability and capacity
- Analyse system requirements and performance to optimise the use of network operating systems
- Schedule installations and upgrades in accordance with organisational policies, procedures and protocols
Resolve system-related incidents
- Conduct risk assessments of systems
- Investigate cause of systems issues and resolve issues to ensure uninterrupted operations
- Resolve escalated system-related issues to identify root cause and potential solutions
Do You Have the Skills for This Role?
A Systems Support Engineer needs 4 core competencies. Here's what's required and at what level.
Supporting Skills
Communication
IntermediateInteracting with Others
Collaboration
IntermediateInteracting 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 Systems Support Engineer requires 20 technical skills at specific proficiency levels.
Business Continuity
Level 4Business and Project Management
Implement business continuity and contingency procedures and exercises
Cyber and Data Breach Incident Management
Level 4Operations and User Support
Develop incident management procedures and synthesise incident-related analyses to distil key insights, resolve incidents and establish mitigating and preventive solutions
Learning and Development
Level 4People Development
Support employees to develop their skills and facilitate learning opportunities and coaching junior management employees
Performance Management
Level 4Operations and User Support
Establish metrics and mechanisms to assess network, software or system performance, and determine Infocomm Technology (ICT) infrastructure components and parameters to be enhanced
Process Improvement and Optimisation
Level 4Business and Project Management
Analyse and develop, review of plans for process improvement and optimisation
Project Management
Level 4Business and Project Management
Plan and drive medium scale projects or programmes, including allocating resources to different parts, and engaging stakeholders on the project's progress and outcomes
Security Administration
Level 4Operations and User Support
Plan the administration and technical operationalisation of security programmes, and investigate security breaches in information, system and network access
Service Level Management
Level 4Stakeholder and Contract Management
Manage fulfilment of service level agreements (SLAs) and resolve issues to maintain overall service levels
Stakeholder Management
Level 4Stakeholder and Contract Management
Develop a stakeholder engagement plan and negotiate with stakeholders to arrive at mutually-beneficial arrangements
System Integration
Level 4Development and Implementation
Determine interoperability of system components and develop a system integration plan
Business Needs Analysis
Level 3Business and Project Management
Elicit and analyse business requirements from key stakeholders and assess relevant solutions and their potential impact
Configuration Tracking
Level 3Development and Implementation
Develop and update a configuration management plan, determining systems and techniques to track changes and revisions
Infrastructure Support
Level 3Operations and User Support
Diagnose, troubleshoot and provide end-to-end management of infrastructure disruptions or technical issues encountered by users, and plan infrastructure upgrade activities
IT Asset Management
Level 3Operations and User Support
Determine the IT assets to be procured and guidelines for proper handling, storage and maintenance, and manage the phase-in and phase-out of IT assets
Network Administration and Maintenance
Level 3Operations and User Support
Review, optimise and align network performance with business needs, and program basic rules into Software-Defined Networking (SDN) applications
People and Performance Management
Level 3People Development
Implement performance management programmes
Problem Management
Level 3Operations and User Support
Handle specific problems from diagnosis and prioritisation to the identification and implementation of solutions
Procurement
Level 3Stakeholder and Contract Management
Prepare Requests for Proposals (RFP), and assess them against selection criteria and technical specifications, implementing security due diligence review in the vendor selection process
Security Programme Management
Level 3Development and Implementation
Detail the security requirements for system architecture components and implement security programmes
Strategy Implementation
Level 3Strategy Planning and Implementation
Analyse strategies for critical business functions to ensure plans are within risk mitigation factors
European Skills Framework
ESCOSkills and knowledge areas required for this occupation based on European classification.
Essential
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