IT System Engineer

Our organization is seeking a qualified IT Systems Engineer to join our team. The individual will be primarily responsible for providing technical support for our products to engineers and customers worldwide, ensuring the highest level of service and technical excellence.

What responsibilities will you have?

• Provide tier-2 technical support to a large number of products in a technical manner.
• Be responsible for product deployment and support for a set of defined products.
• Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.
• Log, investigate and track technical issues from clients.
• Closely monitor application events via web-based monitoring systems.
• Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.
• Adhere to incident management KPI's.
• Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.
• Work closely with other teams to ensure effectivity of resolving incident calls, and effective communication with other teams.
• Deploy and troubleshoot in-house software products' features and fixes to live environments whilst understanding the potential impacts on various systems.
• Document technical articles and problem resolution steps in company knowledge base system.
• Identify and develop ideas to enhance tools, process, training, techniques etc.
• Work diligently and responsibly on all live environments.
• Provide excellent services to both internal and external parties in a timely manner.
• Provide Stand-By and on-call support as required.

What skills & experience are we looking for?

• Relevant Degree or post-secondary education (Ex. BSc IT / IS).
• Strong understanding of Network infrastructure, IT system monitoring tools and service management concepts.
• Microsoft Certified: Azure Administrator Associate certification and/or Microsoft Certified: Azure DevOps Engineer Expert. (or equivalent certification)
• AWS Certified: AWS Certified Solutions Architect – Associate  (or equivalent certification)
• Demonstrate a strong understanding of SQL2014->2019 including proven working experience with TSQL scripting.
• Strong understanding or working knowledge of API concepts/support/deployment and integration processes.
• Experience with Mobile App support and deployment. 
• Internet Information Services (IIS). Understanding configuration, optimization, and troubleshooting of IIS.
• ITIL Certification would be advantageous.  ITIL v3 and/or ITIL v4 Foundation certification.

Why You’ll Love Working Here

When you join us, you’re not just taking a job – you’re gaining a supportive environment where you can thrive. Here’s what we offer:

• Competitive Benefits Package: A great compensation plan including health insurance coverage, salary reviews, along with performance bonuses to reward your hard work.
• Flexible Work-Life Balance: Enjoy a hybrid work setup with 2 days per week working from home. We believe in results, not just hours spent in the office.
• Learning & Development: An excellent learning culture with on-the-job training, workshops, and mentorship. You’ll gain valuable experience and keep sharpening your skills.
• Dynamic, Global Team: Be part of a well-established company with a global reach. You’ll collaborate with talented colleagues from around the world and work on impactful projects for an international audience.
• Innovative Culture: We encourage new ideas and continuous improvement. You’ll have the freedom to propose changes, experiment with automation, and make a real difference in how we work.
• Employee Wellbeing: Our employees matter! We foster a social, supportive culture with regular team-building events, annual employee wellness screenings, monthly healthy lunches, celebrations for birthdays & work anniversaries and more. Traditions like these bring our team together and show we care about everyone’s health, happiness, and growth.
• Convenience at Hand: Located in Cascavelle Business Park, our office offers a calm yet professional environment with nearby shops and cafés as well as onsite secure parking to make your commute and day-to-day easier.