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Job Description of System Engineer of Robi Axiata Ltd.

Job Identification:

|Job title: Telecom System Engineer |Job Code:_______ |
|Recommended Salary grade: Negotiable |Exempt/non exempt status: |
|Job Family: Understanding of how hardware/software systems |EEOC: computer systems analyst, computer programmer |
|support , both LAN/WAN | |
|Division: IT, Robi Axiata Ltd. |Reports to: Infrastructure Manager |
|Department: Technology |Locations: Uday Tower; 57 & 57/A; |
| |Gulshan Avenue; Gulshan-1, Dhaka-1212 |
| |Date: 28th January, 2013 |

Job Summary:

The IT Systems Engineer is responsible for all onsite service and support needs for our customers. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Scope and impact of the job:

Systems engineering is an interdisciplinary field of engineering focusing on how complex engineering projects should be designed and managed over their life cycles. Issues such as reliability, logistics, and coordination of different teams (requirement management), evaluation measurements and different disciplines become more difficult when dealing with large, complex projects. Systems engineering deals with work-processes, optimization methods and tools to manage risks in such projects, and it overlaps with both technical and human-centered disciplines such as control engineering, industrial engineering, organizational studies, and project management. Systems engineering ensures all likely aspects of a project or system have been considered and integrated into a whole.

Required Knowledge and Experience:

Training, Certification and Experience:

For IT systems engineering, most employers like to see a university degree or diploma in a computer-related discipline. On top of that, you will likely need a certification such as MCSE, as well as extensive knowledge of and experience with the technologies you will be working with.

Other systems engineering disciplines may require a university degree in engineering or applied science, as systems engineering could be viewed as a step up from a traditional engineering discipline. Some colleges offer undergraduate systems engineering programs, but they are not common.

Employers will want to see a good understanding of systems engineering methodology and practices, as well as solid experience in the life cycle of projects and products.

'Soft Skills' Requirements:

Systems engineers must also have very good communication, interpersonal and leadership skills, as they will probably have to coordinate with other types of staff – those in project management, security, asset management, customer service or help desk departments – in order to resolve problems and manage projects.

When you apply, your resume should also demonstrate your aptitude for learning new technologies, as well as excellent conflict resolution and decision-making skills, as those will

Work Experience:

• 2 – 4 years relevant work experience with basic knowledge of System Development principals, concepts, theories. A Master’s degree with fewer years of work experience may be acceptable.

• Familiarity with running clinical diagnostic instruments is a plus.

• Strong fundamental knowledge on GSM system

• Good analytical ability and be a strong team player

Job Responsibilities:

• IP Telephony Design and Implementation – Including provisioning of

Circuit cards, trunking and VoIP phones

• Plan and maintain the highly technical, logical configuration of phone

System technologies

• Looks for optimal balance of telecom cost reduction and end user


• Translate core understanding of telecom vendor products into specific

implementable solutions and as applicable oversee implementation of

those solutions.

• Work with multiple Tier 1 telecom vendors on a variety of products and

service (MPLS, Voice, IP, ISDN, Hosting, Wireless/Mobility, Fiber etc.).

• Collaborate with outside vendors/project leads to provide knowledge of

network and voice technologies to ensure successful implementations of

new or changed systems

• Investigate alternatives and research development of strategic

implementations of voice and network components; recommends

Telecom solutions for short-, medium-, and long-range network projects

Additional Duties and Responsibilities:
• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in service ticketing system as they occur
• Work through a daily schedule that has been established through the dispatch process
• Understand processes in service ticketing system by completing assigned training materials
• Enter all work as service tickets into service ticketing system
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, HP Networking( AIS, ASE, MASE) and System/Storage, Cisco CCNA, VMware VCP, or ShoreTel technical certifications
• Interpersonal skills: telephone skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• IT Degree preferred in a technology-related discipline
• Preferred 5-10 years experience working in the IT Field
• Physical ability to lift minimum 50lbs…...

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