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Senior IT Systems Support Engineer

2 months ago

Brisbane, Queensland, Australia NextGen HR Full time

Job Summary

We are seeking a highly skilled and experienced Senior IT Systems Support Engineer to join our team at NextGen HR. As a key member of our managed services team, you will be responsible for providing advanced technical support and expertise to our clients.

Key Responsibilities

  • Act as the final point of escalation for our managed services environment, providing expert technical support and guidance to clients.
  • Respond to and resolve complex technical issues related to networking, systems, and infrastructure, ensuring high-quality customer service.
  • 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, to meet clients' business requirements.
  • Collaborate with clients to understand their business needs 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 a System Engineer, Senior System Engineer, or IT Administrator, with a strong background in IT infrastructure and technical support.
  • Tertiary qualifications in an IT or related discipline, with a focus on technical certifications such as Microsoft 365, Azure, Security, and Compliance.
  • Experience in a managed service environment, with a proven track record of providing expert technical support and guidance to clients.
  • Strong communication skills, with the ability to listen to clients and understand their business criticality.
  • Accountability, with the ability to take ownership of technical issues and deliver customer-satisfying results.
  • Sound technical knowledge of server, storage, backup, security, cloud, and network infrastructure, with the ability to troubleshoot and administer complex technical issues.

Technical Skills and Capabilities

  • Troubleshooting and administering: ability to resolve and restore broken AD, servers, cloud, or network.
  • End-user troubleshooting, Directory Sync/Azure AD, User Account Management.
  • Ability to conduct client site visits if issues cannot be resolved remotely.
  • Server infrastructure, including Active Directory, DNS, Windows Servers (various generations), DHCP, Microsoft Exchange & Office365, server monitoring & patching.
  • Cloud & Virtualisation: ability to build & support MS Azure cloud infrastructure, MDM.
  • Networking Troubleshooting: strong knowledge & understanding of IP Troubleshooting, Subnetting, Core understanding of routing, Connectivity issues, Firewall related issues, bridging port access.
  • Back up & Disaster Recovery.