System & Application Support Engineer

System & Application Support Engineer

SWIFT

Leiden, Netherlands

Key Responsibilities

• Under control of a more senior specialist, participate in the day-to-day systems administration/management activities that may include initial set-up, configuration, testing of hardware and software platforms, user account administration and/or customisation to maintenance and upgrade projects.
• Identify problems and participate in problem management resolution by collecting and tracking data and progress. May resolve issues regarding on line transactions, system status and procedures, downtime procedures in accordance with the service level agreement.
• Interact on routine issues with network services, software systems engineering and /or applications development, in order to restore availability of services and/or identify problems.
• Identify and propose system modifications in order to reduce user problems on systems, databases, applications, or a combination thereof.
• May set up and configure test environments ensuring accurate and timely provisioning.
• May update existing training packages for internal use and problem management procedures for existing products/services. May provide technical support to the other divisions by delivering product demos.
• Participate in the review of problem situations and identification of opportunities for improvement to processes, procedures or tools.
• Acquire technical and product knowledge to resolve problems.

Competency Profile

• Takes Accountability for Delivering Results: Follows instructions and obtains clarification where required; makes decision in accordance to established procedures usually on predictable or recurrent issues. Delivers on commitments despite any difficulties encountered.
• Demonstrates Operational Excellence: Delivers work to agreed specifications of timeliness and quality; seeks to improve ways of doing things; sets and meets high standards for own work; demonstrates commitment to security policy.
• Expands knowledge: Expands own specialist knowledge and skills by taking ownership of own development; encourages colleagues to bring forward and share new ideas and alternative solutions; demonstrates openness to utilise new approaches.
• Business Understanding and Commercial Sense: Demonstrates understanding of how own work contributes and adds value to the business; uses knowledge of SWIFT products and services and their benefits to customers; demonstrates ability to adapt to change while adhering to security standards.
• Builds and Reinforces Customer Relationships: Provides quality support and service to others, mainly internal; proactively seeks to understand customer needs and responds to requests in positive, friendly and timely manner.
• Leads with a team focus: Works effectively with others and recognises their contributions; adheres to SWIFT values.
• Communicates effectively: Communicates effectively across a range of practical and operational issues; adjusts personal communication style to fit intended audience; listens to and respects other people's points of view.

Education

• University degree IT/Engineering or equivalent experience.

Experience

• Some experience in a similar position in the same area is an asset.