Support Engineer

SUMMARY:
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POSITION INFO:

We are seeking a Support Engineer with strong experience in Operational Technology (OT) environments. The Support Engineer will manage incidents and service requests, perform troubleshooting, and proactively monitor system health while maintaining accurate documentation. This role requires expertise in hardware and server support, virtualization platforms, operating systems, backup management, and security solutions, ensuring system reliability, performance, and compliance with SLA and governance standards. 

What you'll do:

• Incident & Request Management
  
  • Manage and resolve infrastructure-related incidents and service requests within SLA timelines.
  • Perform in-depth troubleshooting and escalate complex issues to senior technical teams where required.
  • Monitor system performance, identify potential risks, and take proactive action to prevent service disruptions.
  • Maintain accurate incident, problem, and change records in the service management system.
• Infrastructure & Technical Support
  
  • Provide hardware and server support in OT environments.
  • Manage and support backup solutions, including scheduling, monitoring, and restoration testing.
  • Support and maintain anti-virus solutions to ensure compliance and security posture.
  • Administer and troubleshoot virtualization environments (e.g., VMware, Hyper-V).
  • Provide operating system support for Windows and Linux servers.
  • Perform routine maintenance, patching, and upgrades to ensure system reliability.
  • Participate in capacity planning and system health reviews.
    Governance & Compliance
  • Adhere to SLA’s, change management, and IT/OT security policies.
  • Ensure backup, antivirus, and patch management align with regulatory and company standards.
  • Document configurations, processes, and technical procedures to maintain a knowledge base.
• Customer & Team Engagement
  • Communicate effectively with stakeholders on incident status, system health, and planned maintenance.
  • Build and maintain collaborative relationships with business users, vendors, and internal teams.
  • Support teamwork by sharing knowledge and mentoring junior engineers where required.
• Projects & Continuous Improvement
  • Assist with infrastructure-related projects and technology upgrades.
  • Research and implement new tools or techniques to enhance system performance and security.
  • Identify opportunities to improve processes and contribute to overall service excellence.

Your Expertise:

• 5 Years of Experience in an OT environment

Qualifications:

• Essential Qualifications:
• Grade 12
  • A+/N+ or Internship
• Preferred Qualifications:
  • ITIL Certification
  • IT Relevant Diploma/Degree