System Support Engineer

• Timely investigate and resolve reported issues on customer-centric interfaces and assigned systems using log analysis and root cause analysis (providing L1 and L2 support).
• Liaise with IT stakeholders, business teams, branch networks, and service providers to address new requirements and rectify reported bugs.
• Handle customer queries directly under supervisor guidance, providing personalized support as needed.
• Conduct awareness sessions for business teams and provide immediate guidance on system updates or issues.
• Monitor and analyze system logs to identify issues and implement corrective measures.
• Assist in improving support processes and documentation to enhance service efficiency.

Requirements

• Fully or partially qualified / currently pursuing a Bachelors Degree in Computer Science / IT from a recognized university, or a Certificate in IT from the British Computer Society (BCS).
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent communication, interpersonal, and teamwork skills.
• Professional customer handling skills.
• Ability to manage multiple parallel tasks and meet deadlines.
• Capability to work extended hours based on business requirements.

Specific Requirements For 2 Positions:

• Minimum 5 years of L2/L3 support experience across multiple applications.
• Proficiency in Jasper Reports and Oracle SQL.
• Strong experience in reading, analyzing, and investigating system logs for root causes.
• Knowledge of database queries and reporting tools (PL/SQL, SQL, MRT, COM).
• Basic knowledge of Java and JavaScript.
• Certificate/Diploma in support services is preferred.

Core Competencies

• Strong analytical and problem-solving skills.
• Effective communication, negotiation, and interpersonal abilities.
• Ability to work independently and under pressure.
• Commitment to timely issue resolution and high-quality customer support.