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Roles and responsibilities

The Information System Engineer is responsible for delivering enterprise-level IT support and maintenance of various IT services into the organisation. The core responsibilities of this role include leveraging engineering tools and processes for effective installation, configuration, operation and maintenance and support of NTT infrastructure and systems. This role works independently and uses troubleshooting skills to research and resolve issues considered as medium- to complex in nature.

What You'll Be Doing

Key Roles and Responsibilities:

• 'Installs, tests and maintains new hardware or software to provide new services or to resolve user and system problems
• Performs troubleshooting and system analysis to resolve incidents and to ensure system availability
• Performs system administration tasks including configuration, systems monitoring, troubleshooting, and support
• Tests and validates new system to ensure that they fulfil the request functionality and quality
• Implements backup and recovery procedures to ensure the needed availability
• Implements and performs system monitoring for proactive support by collecting for example availability, performance metrics and system logs
• Performs hardware or software upgrades and patching to support vulnerability and risk management
• Defines, raises and executes changes as part of the Change Management Process
• Creates system documentation and maintains fixes, modification or other changes
• Executes task as part of the request fulfilment
• Escalates and collaborates with vendors or other delivery organisations if needed to provide the right level of support
• Identifies and documents potential problems of the system within the ticket tool
• Identifies and suggests possible service improvements
• Creates and manages tickets for the Incident Management, Change Management, Problem Management and Request Fulfilment
• Documents work results, actions taken, steps to resolve, effort and resolution time in the ticketing system
• Performs other tasks as defined, planned, and approved by leadership team
• Works with senior members of the team to get guidance about working procedures and technical possibilities to ensure the highest level of systems availability
  

Knowledge, Skills and Attributes:

• Good Knowledge of the needed infrastructure technology or Software
• Good Knowledge of the necessary management tools and management languages (e.g. PowerShell, python, SQL, ABAB etc.)
• Good Knowledge of the underlaying protocols of the used technology
• Proficient at troubleshooting and good technical understanding
• Good verbal and written communication skills
• Good understanding of ITIL Support process (Incident, Change and Request Management)

Desired candidate profile

• Good Knowledge of the needed infrastructure technology or Software
• Good Knowledge of the necessary management tools and management languages (e.g. PowerShell, python, SQL, ABAB etc.)
• Good Knowledge of the underlaying protocols of the used technology
• Proficient at troubleshooting and good technical understanding
• Good verbal and written communication skills
• Good understanding of ITIL Support process (Incident, Change and Request Management)
• Ability to analyse information and evaluate results to choose the best solution and solve problems with the support of more senior colleagues
• Ability to work and collaborate with teams from several business areas/functions in facilitating projects
• Ability to work under pressure and meet deadlines
• Ability to prioritise workload in a fast-paced environment
• Ability to multitask and work independently
• Ability to utilise key systems and tools related to the supported system
  

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or related (or equivalent work experience)
• Relevant certification for the requested technology - CCNA, MCP, A+, Linux+, Microsoft Certified
  

Required Experience:

• Seasoned demonstrated experience in a similar role gained within a similar information technology environment