System Engineer

The key responsibilities of this role are as follows:

• Ensure the timely resolution of incidents assigned within the agreed SLA and reassign incidents to appropriate teams before breaching the SLA.
  
• Handling the troubleshooting for all escalated calls from the service desk and documenting all the actions performed is another critical aspect of this role.
  
• Acting as the liaison between customer staff managers and offshore support teams to assist with troubleshooting reported issues and providing operational impact information.
  
• Troubleshooting hardware software and performing repair/replacement of associated equipment peripherals or components.
  
• Testing updating installing and decommissioning equipment firmware application or devices as required.
  
• Carrying out preventive maintenance activities of assets as per the agreed frequency and SOPs.
  
• Ensuring the proper use of spares parts and consumable stocks as per the set procedures and reporting the use of such spares or consumables in the EOD report shared with the manager.
  
• Performing backup roles related to the Wipro support if any other team requests so. The person in this role should have experience with the incident escalation process and be available to support any emergency call even on off days if required.
  
• Install move add or remove hardware equipment peripherals and consumables as required.
  
• Ensuring that change management processes for all changes are followed creating actioning documenting and closing changes as per change management policies.
  
• Working with IT staff and product vendors for application updates testing and troubleshooting of issues.
  
• Creating and maintaining sitespecific documentation such as product deployment info and processes.
  
• Inventory management and working with the vendor management team for consumables and parts orders.
  
• Asset management including tracking and reporting end of life end of warranty and end of support systems.
  
• Preparing daily weekly and monthly reports for stakeholders.
  
• Continuously improving services and implementing automation techniques.
  
• Testing deploying and documenting new products and services to support our customer s needs.
  

Skills/Qualifications:

• The ideal candidate should have a strong understanding of ITIL fundamentals and possess proficiency in using ITSM tools for managing Incidents Changes and Services.
  
• Experience in Airport environments and IT systems would be a valuable addition.
  
• Should possess a general understanding of the equipment commonly used in data centers and telecom sites including installation and basic troubleshooting and testing skills.
  
• Candidates should be able to interpret and understand telecommunication blueprints schematics aspecifications to perform installations repairs and uninstallations as required.
  
• Candidates should have knowledge of batch file scripting config and troubleshooting.
  
• Ability to troubleshoot network and cabling issues of supported products and assets is a musthave skill.
  

Requirements

• Ability to lift up to 30 pounds of hardware equipment and work in confined spaces is required.
  
• Enthusiasm and willingness to walk around the workplace to support incidents address issues and perform health checks on systems are necessary.
  
• Being a good team player and open to working in 24/7 rotational shifts is essential.
  
• Generic knowledge of PC hardware imaging concepts and the Windows operating system is expected.
  
• Eligibility to obtain security clearance from Transport Canada and Restricted Area access from airport authorities is a must.
  
• The incumbent should be eager to pursue any licenses or certifications that may be required from time to time.