System Support Engineer

About Role

We seek a proactive and detail-oriented System Support Engineer with a strong background in banking IT environments to provide first-line and second-line support for enterprise systems, infrastructure, and customer environments. The ideal candidate will maintain system uptime, troubleshoot technical issues, and ensure operational continuity across servers, networks, and software platforms.

We are looking for System Support Engineer for our team

Responsibilities

System Operations & Monitoring

• Manage and monitor Linux/Windows servers, virtualization layers (VMware/KVM), and storage systems.
• Proactively detect, troubleshoot, and resolve system incidents and performance bottlenecks.

Banking-Grade Support

• Deliver operational support aligned with financial SLAs (e.g., RTO, RPO, uptime, DR drills).
• Act as the point of contact for critical banking service incidents and follow escalation protocols.

Cloud Platform Support

• Operate within a private and hybrid cloud infrastructure serving regulated banking workloads.
• Participate in provisioning, patching, hardening, and performance optimization.

Compliance & Security Operations

• Ensure all system activities comply with financial regulations (BDDK, TCMB, ISO 27001,etc.).
• Support vulnerability scanning, audit requests, and infrastructure compliance automation.

Automation & Documentation

• Contribute to infrastructure-as-code initiatives (Terraform, Ansible, PowerShell).
• Maintain operational runbooks and technical documentation for onboarding and recovery.
• Provide technical support and incident resolution across hardware, software, and network systems (Tier 1 and Tier 2).
• Install, configure, and maintain Windows/Linux servers, virtual machines, storage devices, and related IT infrastructure.
• Monitor system performance and respond to alerts, outages, or degradation using monitoring tools (e.g., Zabbix, SolarWinds, or Nagios).
• Support user access management, including Active Directory, Exchange, M365, and VPN configurations.
• Diagnose and resolve hardware, software, and connectivity issues.
• Ensure systems and backups are maintained by disaster recovery and business continuity plans.
• Document support requests, solutions, and configuration changes in the IT service management system (e.g., Jira, or ServiceNow etc).
• Assist in patch management, antivirus updates, and system hardening in compliance with security policies.
• Collaborate with cross-functional teams, including DevOps, Security, and Compliance, to ensure secure and reliable operations.

Preferred Skills And Experience

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years in IT/System Support roles in banking or financial institutions.
• Strong understanding of Windows and/or Linux environments, cloud computing, virtualization (VMware/Hyper-V/KVM), and TCP/IP networking.
• Basic scripting knowledge (PowerShell, Bash) is a plus.
• Knowledge of ITIL practices, incident/change management, and ticketing systems
• Understanding of regulatory frameworks in financial services (BDDK, TCMB, PCI DSS, ISO 27001, GDPR)
• Strong problem-solving skills and the ability to prioritize tasks under pressure.
• Excellent communication skills in both technical and non-technical terms.