System Engineer

Job Description

Position: System Engineer | Corporate Services | Group IT

Overview of the Role:

As a Systems Engineer within the Group IT Corporate Services, you will be responsible for providing first-level support for users, monitoring core infrastructure and production systems, maintaining IT software and hardware, troubleshooting IT issues, and leading the installation and deployment of computer systems and IT projects.

What Will You Do:

Operational Support:

- Proactively ensure system performance within defined metrics and high availability.

- Secure systems with the latest updates and patches as per the Patch Management Policy.

- Execute proactive measures to reduce unplanned downtime.

- Install and provision infrastructure systems, computers, POS machines, hardware, and software.

- Monitor critical systems' health and capacity, escalating to the relevant team for necessary action.

- Provide technical support for end-users.

- Troubleshoot network issues.

Incident & Service Request Management:

- Resolve assigned incidents and service requests within agreed SLAs.

- Liaise with vendors and service providers to resolve reported cases.

- Assist cross-functional teams for the speedy resolution of incidents.

Continuous Improvement Initiative:

- Identify systems nearing end-of-life and plan for phased refresh.

- Assist Senior Systems Engineers in continuous improvement initiatives.

Other Key Responsibilities:

- Develop and maintain documentation of system architecture and configurations.

- Provide technical support for different IT projects.

Required Skills to be Successful:

- 5 years of experience in supporting core IT infrastructure, computer systems, and POS machines in a large organization (both hardware and software).

- Knowledge of ITIL practices.

- Strong experience in the Microsoft environment.

- Good experience in SAP IS-Auto Dealer Business Management.

- Familiarity with configuring Service Order, Service Maintenance Contract, Warranty, MRSS, CATS, and NWBC processes.

- Well-versed with SAP DBM integration with SAP MM and SAP FICO.

- Experience in integration with third-party applications.

About the Team:

The role will be based in Cairo and will report to the Group IT Manager.

What Equips You for the Role:

- A degree or diploma in Computers, Telecommunication, or a related discipline.

- MCSE certified.

- ITIL Certified.

- Expertise in implementing and providing technical support to core IT infrastructure of a large organization.

- Strong analytics skills.

- Willingness to support different locations/branches.

- Willingness to provide support when required outside regular working hours.