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Senior IT Systems Support Engineer

2 months ago

Brisbane, Queensland, Australia NextGen HR Full time

About the Role:

The Senior IT Systems Support Engineer plays a critical role within our organization, responsible for providing advanced technical support and expertise to clients. As a senior member of the managed services team, the Level 3 Engineer will be tasked with resolving complex technical issues, implementing and managing advanced IT solutions, and providing guidance and support to junior engineers.

Key Responsibilities:

  • Act as the final point of escalation for the Managed Services environment.
  • Respond to and resolve technical issues related to networking, systems, and infrastructure.
  • Proactively monitor and maintain clients' IT systems and infrastructure to ensure optimal performance, reliability, and security.
  • Manage advanced IT solutions, including cloud services, virtualization, and network infrastructure.
  • Collaborate with clients to understand their business requirements and provide strategic IT recommendations and solutions.
  • Serve as a subject matter expert on a wide range of technologies, staying informed about emerging trends and developments in the IT industry.
  • Mentor and provide guidance to junior engineers, assisting with technical issues and professional development.
  • Document all technical processes, procedures, and configurations, ensuring accuracy and completeness.
  • Communicate effectively with clients and internal teams, providing updates on technical issues, project statuses, and recommendations.
  • Continuously seek opportunities to improve processes, procedures, and technologies to enhance service delivery and customer satisfaction.

Requirements:

  • Proven experience as System Engineer, Senior System Engineer or IT Administrator.
  • Tertiary qualifications in an IT or related discipline.
  • Technical certifications such as Microsoft 365, Azure, Security and Compliance.
  • Preferably experience in Managed Service Environment.
  • Great communication skills and ability to provide excellent customer service.
  • Empathy and ability to understand the business criticality of technical issues.
  • Accountability – ability to take accountability and deliver customer satisfying results.
  • Sound technical knowledge of server, storage, backup, security, cloud & network infrastructure.