Systems Engineer

Purpose of the Job: 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.

• Application and System Support
• 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
• Patch Management and Upgrades
• Plan, coordinate, and execute system updates, patches, and upgrades
• Ensure change control processes are followed
• Minimize downtime and disruption through effective communication and planning
• Service Delivery & SLA Management
• 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
• System Documentation and Knowledge Management
• 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
• Continuous Improvement & Root Cause Analysis
• 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
• Vendor and Service Provider Coordination
• 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