Applications are invited for all candidates to fill the System Support Engineer Job opening at the Epic Lanka Technologies (Pvt) Ltd

At Epic, we believe in hiring and nurturing home-grown talent. Our strength is in the 300 employees who work together in teams to disrupt convention and drive innovational change. It is the Epic way of producing domain experts to deliver top-class solutions to customers. Are you ready to change the future with us?

System Support Engineer


• 2-3 years experience in similar field

• Bachelor’s Degree/Diploma in IT or similar qualification from a recognized university

• RSCSA Certification is mandatory

• Customer support & issues troubleshooting skills 

• Knowledge of Red hat Linux/ Network/ Telecommunication IT Security will be an added advantage

• Adequate knowledge of IT infrastructure including network/application/system/servers, operational support & databases such as MS SQL/Oracle

• Ability to make sound decisions in critical situations and time management will be an added advantage

• Excellent analytical and problem-solving skills .

• Right attitude, a passion for customer service, good interpersonal skills, and excellent communication skills

• Commitment for regular and punctual attendance and willingness to work beyond office hours is a must

Job Responsibilities:

• Provide support for clients on 24*7 basis (On-call roster for out of business hours) 

• Manage System updates & Security updates of Data Centre and all client devices

• Install, configure, test, monitor, and maintain operating systems, application software, and system management tools for internal/external clients where needed

• Meet the service levels agreed with customer and complete project support tasks on or before the deadline

• Respond to internal and external communication on urgent basis 

• Maintain vendor-specific service requests

•Troubleshoot errors in the whole infrastructure including application, server hardware and OS

• Provide help in Resolving and RCA preparation (Root Cause Analysis) for technical issues

• Perform hardware replacement on enterprise servers/storages and other equipment

• Carryout knowledge transfer activities and train team members

• Server, OS, software installations and deploy product modules in the project initial stage

• CR and Bug fix version release to the client on UAT/Production/DR environments

• Support to clients for the DR drills

• Get details of issues and logs, analyze and give resolution within the SLA provided to customers

• Properly escalate unresolved issues to appropriate internal teams 

• Follow-up internal teams and prioritize releases related to bug fixes and updates.

• Maintain product environments details of the customers and documentation

• Maintain logs and keep records of reported customer issues 

• Document and maintain product environments details of the customers

• Address customer questions and concerns regarding the products

• Research and implement the latest technologies

• Establish and maintain good working relationship with customers 

Please email your CV with the names and contacts of two non-related referees within 14 days of this advertisement epic