Software Support Engineer


Overall Purpose of Job
The Software Support Engineer will provide system administration for Epsilon’s inhouse and vendor supplied Information Systems (IS). This will include access control, monitoring and maintenance to ensure operational health and patch management to ensure systems remain secure. The engineer will provide level 1 system support for our internal user’s trouble tickets as well as change management for vendor supplied systems, in some cases implementing changes where the configuration capabilities support the feature requested. The engineer will work closely with the IS development software engineers and IT infra team, reporting into the Head of IS. The role suits an avid technologist who is willing and able to support a broad range of technologies and who can communicate effectively and build relationships with both internal users and vendors across many countries and cultures.

Key responsibilities
1. Vendor management - tracks vendor performance against the contracted SLA with regard to response and fix times for trouble tickets, ensures that the system is upgraded to ensure we keep current on a LTS release and produces reports on a regular basis around key KPIs to track vendor performance. Acts as a gatekeeper for internal change requests that require changes to vendor supplied systems to verify the requirements, get internal management approval and act as the vendor point of contact for implementation of changes

2. Troubleshooting - Investigates issues by reviewing and verifying internal user trouble tickets. May include activities such as verbal or written communication with the end user to clarify expected versus actual system behaviour, reproducing issues in a sandbox, staging or live environment, analyzing system log files, disc space, memory, database entries etc. For verified issues the engineer will ensure completeness of information before raising a vendor ticket or passing to the IS team for a bug fix to be applied. Once fixes have been applied the support engineer will inform the internal user supplying detailed root cause analysis as necessary.

3. Monitoring - Conduct performance analysis, tuning, automate system operation & capacity planning. Perform preventive maintenance to ensure system health and stability

4. Business Continuity: Contribute to the planning for disaster recovery and take an active role in testing and improving the plan to consider new scenarios, technologies and systems.

5. Audit: Provide support during audits within the scope of this roles responsibilities providing information to the auditor on processes and procedures and supplying documented evidence that policy and controls are being followed.

6. Access Control – Provides access control gate to ensure that users only have access based on the least required privilege principle. Implements regular access reviews

7. Patch Management – Ensures that critical information systems are under vulnerability management. Implements patch program for internal and vendor supplied systems to keep infrastructure up to date with the latest security patches

8. Innovation & Continuous Improvement - Actively look for innovation and continuous improvement, efficiency in all assigned tasks.

9. Quality and SLAs -Contribute to meet IT & IS SLAs and KPIs E.g. Responsiveness, Resolution, Software Quality SLAs. Ensure assigned tasks are completed on time and delivery timelines are met as per quality targets of the organization.

10. Onboarding & Knowledge Sharing – Onboarding of new hires; Mentoring on processes, and shares knowledge with team members

1. Good knowledge of Windows and Linux O/S
2. Demonstrable Knowledge of key security concepts
3. Excellent written and oral communication skills
4. Experience with ERP systems support
5. Beneficial experience
  • Scripting experience
  • Experience within a Telco environment
  • SQL knowledge