System Engineer

5 days ago

Perth, Western Australia AutumnCare Full time $60,000 - $120,000 per year

System Engineer (Tier 2 Support, On-Prem Applications)

Overview

We are seeking a System Engineer (Tier 2 Support) to monitor and maintain client environments hosted by AutumnCare, while also assisting self-hosted clients by analysing logs and providing advanced troubleshooting. This role is critical in ensuring application stability, resolving escalated incidents, and maintaining high service quality across aged care applications built on .NET, SQL Server, and Windows Server infrastructure.

Key Responsibilities

  • Monitor and maintain client environments hosted by AutumnCare (application servers, database servers, IIS, Windows Services).
  • Respond to alerts, performance issues, and system errors, ensuring minimal downtime for hosted clients.
  • Provide Tier 2 support for incidents escalated from the helpdesk, focusing on .NET applications, SQL Server, and related services.
  • Analyse and interpret logs provided by self-hosted clients, guiding their IT teams through issue resolution.
  • Work closely with Tier 3/development teams on complex application issues and escalate where appropriate.
  • Ensure timely and accurate documentation of incidents, root cause analyses, and resolutions in the support knowledge base.
  • Assist with scheduled maintenance, patching, and upgrades for hosted client environments.
  • Collaborate with the Infrastructure/DevOps team to refine monitoring, alerting, and reporting processes.
  • Provide input into support process improvements and assist in drafting technical procedures for Tier 1 support.
  • Ensure compliance with data security, privacy, and aged care industry standards in all support activities.

Skills & Experience

Essential:

  • Experience with .NET applications (IIS, Windows Services, application logs).
  • Proficiency in Microsoft SQL Server (querying, troubleshooting performance issues, backups/restores).
  • Hands-on skills in Windows Server administration (event logs, services, scheduled tasks).
  • Ability to interpret application, database, and system logs, including logs supplied by client-hosted environments.
  • Strong troubleshooting and root cause analysis skills in on-prem environments.
  • Excellent communication skills to work with both technical client IT staff and non-technical users.

Desirable / Good to Have:

  • Experience supporting Citrix environments (app publishing, session troubleshooting).
  • Exposure to Azure services for hybrid or hosted workloads (VMs, networking, monitoring).
  • Familiarity with healthcare/aged care workflows and compliance considerations.

Qualifications

  • Bachelor's degree in IT, Computer Science, or equivalent work experience.
  • Microsoft certifications in SQL Server, Windows Server, or Azure (advantageous).

Personal Attributes

  • Strong ownership mindset with attention to detail.
  • Proactive in identifying and resolving issues before they impact clients.
  • Analytical and structured in troubleshooting.
  • Able to build rapport with both client IT teams and internal technical staff.

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