Systems Engineer

Job Summary

The Systems Engineer is responsible for the installation, configuration, maintenance, troubleshooting, and support of customer and internal technology environments. This role provides onsite and remote technical support, ensures system reliability and performance, and delivers effective solutions across networking, VoIP, servers, and related infrastructure. The Systems Engineer also conducts site assessments, preventive maintenance activities, technical documentation, and supports project implementations while maintaining high levels of customer satisfaction and service quality

Key Responsibilities/Duties

Technical Support & Troubleshooting

• Provide onsite and remote technical support to diagnose, troubleshoot, and resolve hardware, software, network, and communication system issues.

• Perform Level 1 and Level 2 support for supported products, services, and infrastructure solutions.

• Investigate root causes of technical incidents and implement appropriate corrective actions.

• Escalate complex issues to appropriate teams while maintaining ownership and communication until resolution.

System Installation & Configuration

• Install, configure, and maintain networking, VoIP, server, and communication systems.

• Perform system upgrades, patches, firmware updates, and configuration changes to ensure optimal performance and security.

• Support equipment deployment, commissioning, and integration activities at customer sites.

• Conduct testing and validation of installed solutions to ensure operational readiness.

Preventive Maintenance & Site Services

• Conduct site surveys, assessments, preventive maintenance services (PMS), and health checks.

• Monitor system performance and recommend improvements to enhance reliability, availability, and efficiency.

• Ensure compliance with company standards, safety procedures, and service delivery requirements during onsite activities.

Documentation & Reporting

• Prepare and maintain accurate technical reports, service records, installation documentation, and configuration records.

• Document troubleshooting procedures, resolutions, and technical recommendations.

• Provide timely updates to customers, supervisors, and relevant stakeholders regarding service activities and project progress.

Customer & Service Delivery Support

• Deliver professional and customer-focused technical support during onsite engagements.

• Collaborate with internal teams to ensure timely resolution of customer concerns and successful project delivery.

• Support service level commitments and contribute to continuous service improvement initiatives.

Requirements:

Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, Computer Engineering, Electronics Engineering, or a related field.

• At least 1–3 years of experience in technical support, systems administration, network engineering, or field engineering roles.

• Experience supporting networking, VoIP, server, and communication infrastructure environments is preferred.

• Experience with UCaaS, CCaaS, SaaS, PaaS, or related cloud-based solutions is an advantage.

• Willing to travel, perform onsite work, and participate in on-call support when required.

Specific skills & abilities:

• Technical troubleshooting and problem-solving

• Effective verbal and written communication

• Customer service and relationship management

• Time management and prioritization

• Team collaboration and coordination

• Technical documentation and reporting

• Adaptability and continuous learning

• Ability to work independently with minimal supervision

Personal qualities:

• Professional and dependable

• Accountable and results-oriented

• High level of integrity and ethical conduct

• Customer-focused and service-oriented

• Detail-oriented and organized

• Proactive and self-motivated

• Calm and composed under pressure

• Flexible and willing to take initiativey

Technical Competencies:

• Network Configuration and Troubleshooting

• VoIP and Unified Communications Systems

• Server Hardware and Infrastructure Support

• Operating Systems Administration (Windows/Linux)

• System Monitoring and Preventive Maintenance

• Hardware and Software Deployment

• Technical Documentation and Reporting

• Basic Cybersecurity and System Security Practices