Engineer - Systems Support

Job Description 

• Monitoring and Detection
  - Monitor IT infrastructure, applications, and services using monitoring tools
  - Identify incidents, alerts, and service degradations in real-time.
  Acknowledge alerts within SLA timelines

• Incident Logging
  - Accurately log all incidents in the ITSM tool (e.g., ServiceNow, BMC Remedy)
  - Ensure complete and correct incident information, including impact, urgency, and affected services/users

• Initial Diagnosis (First-Level Support)
  - Perform basic troubleshooting (e.g., restarting services, checking logs, verifying configurations)
  - Follow predefined scripts or knowledge base articles for common issues
  - Determine incident severity and priority

• Escalation and Coordination
  - Escalate incidents to L2/L3 or the appropriate resolver group based on severity and technical requirements
  - Notify Incident Manager L2/L3 for major incidents (P1/P2)
  - Keep stakeholders informed of incident status (if required by SOP)

• Communication
  - Send initial incident notifications for critical incidents
  - Update users and support teams on incident status (where part of L1 scope)
  - Maintain communication logs in the incident record

• Documentation and Reporting
  - Ensure all actions taken are documented clearly in the ticket.
  Close resolved incidents only after verification or user confirmation (if required)
  - Generate shift handover notes for the next L1 team
  

Person Specification

• Basic understanding of IT infrastructure (networks, servers, applications)
• Familiarity with ITIL processes (especially Incident Management)
• Strong communication and documentation skills
• Experience with ITSM tools (e.g., ServiceNow, Remedy, Freshservice)
• Ability to follow SOPs and work under pressure