Job Description

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

Qualifications & Experience

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

Competencies Required:

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 Analytical thinking: Ability to diagnose and resolve issues quickly and effectively Communication: Clear verbal and written communication with both technical and non-technical stakeholders Customer service orientation: User-focused approach with a commitment to service excellence Time management: Ability to prioritize tasks and manage multiple incidents concurrently Attention to detail: Ensures accuracy in support, documentation, and patching activities Adaptability: Able to learn new systems and respond to dynamic support environments Team collaboration: Works well across teams including service desk, infrastructure, security, and vendors * Proactive mindset: Identifies potential issues before they impact users and suggests improvements