SYSTEM ENGINEER,WOODMEAD GAUTENG

Deadline

2025/07/31

Reference Number

250717-2 AEC

Headquarters of Pillar

Systems Engineer Position

Job Category: Permanent

DL Employment Grade

Number of Positions: 1

Woodmead is the town or location.

Gauteng Province is the location.

Place: South Africa

Description of the Job

The Systems Engineer is in charge of offering first-line assistance for all non-Microsoft programs used throughout the company, such as Syspro, SAP, Cognos, and operational technology (OT) equipment like scanners. The position demands excellent technical skills in order to troubleshoot issues at a fundamental level, handle incidents effectively, and escalate as needed. The person must be able to manage service delivery, prioritize responsibilities, and collaborate with users and service providers throughout the course of problem resolution. The Systems Engineer will also be in charge of scheduling and carrying out system upgrades and patches, informing users about planned downtimes, and making sure that business operations are not interrupted too much.

• Support for Systems and Applications

• Offer first-line assistance for non-Microsoft business systems, such as Syspro, SAP, and Cognos.

• Troubleshoot and resolve incidents and service requests in accordance with agreed SLAs

• Keep supported systems functioning and accessible

• Enhancements to Patch Management

• Plan, schedule, and carry out system upgrades, patches, and upgrades.

• Make sure change control procedures are followed

• Reduce downtime and interruptions by using efficient planning and communication.

• SLA Administration and Service Delivery

• Oversee and control ticket queues for designated systems

• Monitor performance in comparison to SLAs and implement remedial measures as necessary

• Bring unresolved issues to light and make sure there is timely follow-up.

• Knowledge Management and System Documentation

• Keep technical documentation current and accurate.

• Add to the body of knowledge pertaining to frequently encountered problems and processes

• Keep a record of changes, upgrades, and known bugs for future use

• Root Cause Analysis and Continuous Improvement

• Recognize recurring problems and help find long-term solutions

• Take part in root cause analysis and problem management initiatives

• Make recommendations for how to enhance systems, procedures, and support models

• Coordination between Vendors and Service Providers

• Communicate with outside suppliers to seek assistance, raise issues, and improve service

• Verify that the vendor's performance meets the standards for service

• Handle communication during outages or planned work involving outside suppliers

Experience and Credentials

• A degree or diploma in information technology or a similar subject

• ITIL Fundamentals

• At least five years of experience in IT systems or enterprise application support positions

• Experience with Syspro (a must), SAP, or Cognos support will be helpful

• Thorough comprehension and implementation of ITIL procedures

• Experience in the planning and implementation of system upgrades, patches, and application lifecycle management

• Experience in compiling system reports and assisting in root cause analysis (RCA) initiatives

• Capability to collaborate with cross-functional teams (infra, dev, security) throughout escalations or planned modifications

Necessary Competencies:

• Support for Enterprise Applications (such as Cognos, SAP, and Syspro)

• Support for Operational Technology (OT) Devices (such as scanners and handheld devices)

• Excellent problem-solving and incident resolution skills

• System upgrade planning and patch management

• Knowledge of ServiceNow

• Fundamental knowledge of databases, networking, and system integrations

• prior experience with performance monitoring and SLA

• Knowledge of ITIL frameworks, particularly Incident, Problem, and Change Management

• Helpful are scripting or automation abilities.

• Analytical thinking: The capacity to identify and fix problems in a timely and efficient manner

• Communication: Clear verbal and written communication with stakeholders with varying levels of technical understanding

• Customer service orientation: User-centric approach with a dedication to providing outstanding service

• Time management: Capacity to prioritize tasks and handle several incidents simultaneously

• Pays close attention to detail: Guarantees correctness in patching, documentation, and support operations

• Flexibility: Capable of adapting to changing support environments and learning new systems

• Collaboration among teams: Works effectively between teams, such as the service desk, infrastructure, security, and vendors

• Proactive mindset: Recognizes possible problems before they affect users and recommends solutions:APPLY