IT Systems Engineer

The Systems Engineer is responsible for providing first-line support for all non-Microsoft applications within the organization, including but not limited to Syspro, SAP, Cognos, and operational technology (OT) devices such as scanners. The role requires strong technical skills to troubleshoot issues at a foundational level, resolve incidents efficiently, and escalate where necessary. The individual must be able to prioritize tasks, coordinate with users and service providers during issue resolution, and manage service delivery. Additionally, the Systems Engineer will be responsible for planning and executing system upgrades and patches, communicating planned downtimes, and ensuring minimal disruption to business operations.

Roles and Responsibilities

• Provide first-line support for non-Microsoft business systems (e.g., Syspro, SAP, Cognos)
• Troubleshoot and resolve incidents and service requests within agreed SLAs
• Maintain availability and performance of supported systems
• Plan, coordinate, and execute system updates, patches, and upgrades
• Ensure change control processes are followed
• Minimize downtime and disruption through effective communication and planning
• Monitor and manage ticket queues for assigned systems
• Track performance against SLAs and take corrective action as needed
• Escalate unresolved issues and ensure timely follow-up
• Maintain accurate and up-to-date technical documentation
• Contribute to the knowledge base for common issues and procedures
• Document changes, upgrades, and known errors for future reference
• Identify recurring issues and contribute to long-term solutions
• Participate in problem management and root cause analysis efforts
• Recommend improvements to systems, processes, and support models
• Liaise with third-party vendors for support, escalations, and service improvement
• Ensure vendor performance aligns with service expectations
• Manage communication during outages or planned work involving external providers

Education and Qualifications

• Diploma or Degree in Information Technology or related field
• ITIL Foundation
• Minimum 5 years of experience IT systems or enterprise application support roles
• Syspro (MUST have), SAP or Cognos support experience will be beneficial
• Solid understanding and application of ITIL processes
• Experience planning and executing system upgrades, patches, and application lifecycle management
• Experience compiling system reports and contributing to root cause analysis (RCA) efforts
• Ability to work with cross-functional teams (infra, dev, security) during escalations or planned changes

Knowledge and Skills

• Enterprise Application Support (e.g., Syspro, SAP, Cognos)
• Operational Technology (OT) Device Support (e.g., scanners, handheld devices)
• Strong incident resolution and troubleshooting abilities
• Patch management and system upgrade planning
• Familiarity with ServiceNow
• Basic understanding of networking, databases, and system integrations
• SLA and performance monitoring experience
• Knowledge of ITIL frameworks, especially Incident, Problem, and Change Management
• Scripting or automation skills – advantageous

Key Competencies

• Analytical and solution-oriented thinker
• Strong verbal and written communication skills
• Customer-focused with a commitment to service excellence
• Well-organised with effective time management and prioritisation skills
• Detail-oriented with a focus on accuracy and quality
• Collaborative team player with strong interpersonal skills
• Proactive, adaptable, and committed to continuous improvement

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