ICT Support Engineer

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ICT support engineer develops support procedures and strategies for systems, networks, operating systems and applications development, solves problems

Summary about this job

Help Desk & IT Support

Company: HCL Australia Services Pty Ltd

Location: Sydney

Work type: Full Time

Salary: $65,000 - $79,999

Phone: +61-8-9311-4008

Fax: +61-7-3924-2764

E-mail: n\a

Site:

Detail information about job ICT Support Engineer. Terms and conditions vacancy

For over 40 years HCL has been providing value to their customer’s businesses through application development, maintenance and business transformation services. HCL’s collaborated global delivery mechanism across all industry verticals ensures an innovative and successful execution of IT services. HCL in ANZ is focused in providing software-led IT solutions, Enterprise and Applications Consulting, remote infrastructure management, BPO services and IT Hardware and Systems Integration with offices based in Sydney, Melbourne, Brisbane, Adelaide, Perth, Auckland & Wellington.

 

ICT SUPPORT ENGINEER

An ICT support engineer develops support procedures and strategies for systems, networks, operating systems and applications development, solves problems and provides technical expertise and direction in support of system infrastructure and process improvements, and diagnoses and resolves complex system problems.

The job of an ICT support engineer is to develop procedures and strategies to support, create, maintain and manage technical quality assurance processes and guidelines and systems infrastructure, investigate, analyse and resolve system problems and performance issues, and test the behaviour, functionality and integrity of systems. 

  • scheduling and conducting quality audit inspections, and analysing and reviewing systems, data and documentation
  • identifying variations and potential high risk areas in securing adherence to standards and procedures
  • recommending corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures
  • communicating, educating and liaising with users and management to ensure awareness and adherence to standards, procedures and quality control issues and activities
  • assisting in troubleshooting, diagnosing, testing and resolving system problems and issues
  • developing, conducting and providing technical guidance and training in application software and operational procedures
  • analysing, evaluating and diagnosing technical problems and issues such as installation, maintenance, repair, upgrade and configuration and troubleshooting of desktops, software, hardware, printers, Internet, email, databases, operating systems and security systems
  • testing, identifying and diagnosing functionality errors and faults in systems, and programming code within established testing protocols, guidelines and quality standards to ensure systems perform to specification
  • performing organizational systems architecture reviews and assessments, and recommending current and future hardware and software strategies and directions
  • creating and reviewing technical documentation such as procedural, instructional and operational guides and manuals, technical reports and specifications and maintenance inventory systems
  • Handling Business Intelligence (BI) OBIEE reports data incidents and liaising with the ETL team to fix the issue.
  • Resolving critical production incidents and implementations issues in all CFSGAM applications.
  • Developing new reports structure, template and preparing POC for new functionalities
  • Create new projects in VCS and providing support on fixing issue with continuous integration
  • Responsible for problem management and to perform preventive/ proactive maintenance changes for the supported applications under problem management.
  • Documenting all the changes that are made to the applications and managing the documentation
  • Responsible for test case preparation and Unit Testing for small work requests/Enhancements.
  • Monitoring and providing the technical support to the applications during and after implementation. 
  • responsible for the production operations Hyperion Financial management, FPR, Account reconciliation manager data load, Master data management data extract in various streams of BI APPS segment and OBIEE reports.
  • Tracking all levels of the normal, recurring, critical batch failures in the application level and giving the permanent resolution code fix by using a problem record in production environment.
  • Tracking all activities, manual work around, new issues, production code bugs in the newly implemented streams to take it forward to the OBIEE Enhancement team within the pilot run period with proper analysis and the evident of the issue occurrence.
  • Action on service requests/changes in the production environment with proper business impact analysis for implementing those changes/SR’s to ensure business as usual in application perspective.
  • Automating the daily manual workarounds using the shell scripts in the production environment to reduce the unwanted manual efforts.

Education Qualification & Experience

  • Bachelor’s degree in Information technology.
  • 3-7 years of relevant experience in Dotnet support, enhancements & operations analyst in Banking and Financials Domain  and in the field of reporting tools such as OBIEE, Hyperion, SAP BO and ESSBASE, Data stage, Teradata, Unix Scripting and Autosys Scheduling.

Skill Level

  • Extensive knowledge on Reporting tools such as OBIEE, Hyperion, SAP BO,Essbase and Datastage ETL Development for major applications, Teradata SQL, UNIX Scripting, Autosys Scheduling.
  • Experienced in MS SQL & Sybase ASE support and maintenance with specialization in Informatica.

HCL Australia offers a unique opportunity where your employer puts you first and customers second. At HCL, we believe in EMPLOYEE FIRST. HCL’s enlightened approach to employee development focus on giving people whatever they need to succeed: be it a virtual assistant or talent transformation sabbaticals; expert guidance or fast track growth; inner peace or democratic empowerment.

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