Systems Engineer
 

We are seeking an experience Systems Engineer to join our client’s team in Dubai (UAE). The ideal candidate will be responsible for engineering and designing business platforms and systems that will meet the company's business needs; analyze and evaluate current system architecture to determine areas that need improvement or expanded functionality; review analysis with end users and/or external vendors, evaluating and discussing possible options and recommendations; thoroughly document modifications and additions to platforms; act as Tier III and higher support for outstanding issues for internal and external customers / clients; conduct forensic analysis of issues to determine root cause and steps to avoid future occurrences; provide support to co-workers by answering questions, training and ensuring the highest level of quality service is provided.

General Duties:

Architectural Analysis and Design - Participate in business meetings to identify and understand the company's goals and objectives in order to engineer and design business platforms and systems that will meet the company's business needs while adhering to established policies and procedures.

- Meet with end users (e.g. clients, internal customers, etc.) to further identify system requirements, assisting with evaluating and analyzing specifications to determine technical feasibility
- Review analysis with end users and/or external vendors, evaluating and discussing possible solutions and providing technical recommendations
- Analyze and evaluate current system architecture to determine areas that need improvement or expanded functionality
- Research, design, and develop new, or enhance current, applications and/or systems to efficiently and effectively meet criteria that have resulted from business or performance analysis and metrics
- Thoroughly document modifications and additions to platforms
- As needed, code program based on system enhancements, modification requests, or new design specifications
- Continually review new hardware and provide recommendation on latest hardware in order to meet business needs while remaining cost effective and meeting technical standards
- Lead capacity planning for future growth
- Partner with Enterprise technology staff on joint technical issues and projects
- Coordinate and assist in conducting physical inventory (e.g. number of servers, number of available T1 lines, etc.) to ensure sufficient resources exist for upgrades and changes
- Provide hardware refresh plans for division assets.(e.g. Servers, storage devices, workstation hardware, etc.)
- Act as Tier III and higher support for outstanding issues for internal and external customers/clients following issue to resolution
- Act as point of contact for ongoing problem management requiring Tier III support
- Conduct forensic analysis of issues to determine root cause and steps to avoid future occurrences

Staff Assistance - Provide assistance to assigned co-workers ensuring adherence to departmental policies and procedures.

- Provide support by answering questions ensuring functions are efficiently performed in a quality-oriented manner
- Provide assistance and guidance to co-workers on best approaches, practices, and lessons learned
- Keep up-to-date on current workflow and department procedures in order to answer questions, provide work direction, or complete tasks
- Train and mentor assigned co-workers, as necessary
- Provide departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner
- Assist staff in striving to ensure highest level of quality, responsive service possible is provided
- May be required to support supervisor in responding to inquiries and conducting research and analysis

Technical Project Management - Provide leadership and direction on assigned technical projects / tasks.

- Evaluate technical requirements with project team
- Provide consultative advice to management and end users on project technical aspects
- Thoroughly document requirements according to departmental standards and methodologies
- Provide management with status reports
- Meet with vendors and/or consultants to evaluate systems, enhancements, or software if necessary
- Develop final report with findings and recommendations for management review

Problem Resolution - Proactively oversee the activities involved in quality resolution of problems related to area of responsibility.

- Respond with a sense of urgency to problems escalated to employee's level
- Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
- Place the highest priority on providing quality customer service by ensuring the unique needs of customers are met
- Ensure quality resolution and thorough and accurate documentation of customer issues
- Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
- Participate in creating, administering, and continuously updating procedures for resolution of all related issues

Team Interfaces / Customer Service - Establish and maintain a professional relationship with internal / external customers, team members and department contacts.

- Cooperate with team members to meet goals or complete tasks
- Provide quality customer service that exceeds customer expectations and improves level of service being provided
- Treat all internal / external customers, team members and department contacts with dignity / respect

Vendor Relationship - Establish and maintain a professional relationship with various vendors and suppliers.

- Manage vendor activities, including participating in vendor planning sessions to ensure that vendors comply with specifications
- Coordinate vendor activities (e.g., obtain price quotes, negotiate due dates, installation dates, time frames, schedule testing, debugging, installs, moves, changes, etc.) in a timely manner
- Proactively research new vendors to ensure the company is in line with market and industry technology standards

REQUIREMENTS:

- Bachelor's degree from an accredited college or university in computer science, MIS, or a related field required
- 5+ years increasingly responsible systems design and administration design and support experience required
- 2+ years project management experience leading small to medium projects preferred
- Experience with multi-site configurations in system engineering and administration role preferred
- Based on area of responsibility and departmental need, knowledge of: one program platform is required (Tandem, Windows, UNIX, or Web) and one programming language (e.g. SQL, VB .net, HTML, Java, C/C++, JavaScript, Perl, XML, VXML)
- Based on area of responsibility and departmental need intermediate knowledge of the following are preferred: Knowledge of ACD telephony platforms, Cisco/ICM and VoIP preferred, Voice architecture and technical knowledge of specific products and service offerings, Networking (e.g. routers and switches), Contact center, IVR, and call handling products such as Genesys or Holly Connects
- Intermediate knowledge of Outlook, Word, Excel and Visio required
- Based on departmental need, intermediate knowledge of Microsoft Project required