L3 Systems Engineer

Brennan. Where true performance thrives.
At Brennan, we believe that
how
technology is delivered is every bit as important as
what
the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It's a claim backed by our
True Performance System
- a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan
True performance for our customers starts with a true belief in our people.

It's why we've structured our business to help our teams, and their talents, shine bright. It's why we've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it's why we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards
In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• An environment that embraces learning and development

The Role
As a key member of the Managed Services team, you will be providing onsite and remote IT support to our Managed Services clients. You will provide 3rd level IT support for your assigned clients. This role requires someone that has the ability to solve the most complex, high-impact challenges faced by our customers in a timely and efficient manner.

You will be responsible for proactively managing our client's IT environments and your core function is to solve advanced and complex issues faced by our clients to ensure the root cause of issues is addressed. You will also be responsible for maintaining good quality documentation for your customer base. You will also be the final point of escalation for issues faced for your clients.

Key Responsibilities

• Ensure support SLA targets are achieved
• Provide L3 support for service delivery teams and resolve technical issues
• Provide onsite support at client locations on behalf of service delivery teams and resolve technical issues
• Problem management
• Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support. Also includes end user support and liaising with 3rd party vendors as needed.
• Ensure service quality through technical competence and attention to detail
• Strive for high levels of customer feedback scores
• Maintain effective communications with your clients
• Ensure adherence to our Service Delivery policies, processes and procedures
• Work with Senior Consultants and Account Management staff to ensure effective management of the client base
• Obtain and maintain industry certifications
• Pursue select areas of IT specialisation
• Identify opportunities to productise new services and offerings
• Utilise your technical specialist skills to help build new products
• Develop new strategies to increase efficiency in the systems
• Perform system analysis and recommend improvements

What skills and experience you bring:

• Minimum of 5 years IT experience
• Advanced skills in Wintel environments and broad range of technologies
• Advanced skills in Active Directory and Office 365 management
• Advanced knowledge of servers, storage and associated hardware
• Reasonable experience working with virtualised environments such as VMWare/Hyper-V
• Experience is acting as final escalation point for complex/high impact issues
• Root cause and problem analysis
• Ability to administer Microsoft SQL servers and Windows RDS servers
• Conduct technical workshops with clients as well as internal stakeholders
• Ability to travel to client site for onsite support
• Industry based certifications
• Account Technical Ownership including maintaining high quality documentation
• Key Infrastructure Upgrades
• Generate high quality technical reports and present to wide audience
• Risk Identification
• Process Improvement
• Provide afterhours On-call support on a roster-based system
• Coaching and Mentoring Junior Staff

Note:
As part of our hiring process, you will be required to undertake a National Criminal History Check.