Senior Systems Engineer

Within the Engineering team, a Senior Systems Engineer in Canberra has resigned after 8 months in the role. This role is critical to the function of the team as it provides senior technical capability for escalations, problem management, NSSRs, technical documentation, and governance. To maintain service delivery, client satisfaction, and workload balance, we require a like-for-like replacement.  

The Senior Systems Engineer role sits within our Technology Services Team and reports to the Technology Services Manager.  

The purpose of this role is to provide hands-on level 3 technical support through troubleshooting and problem-solving initiatives, focusing on resolution of escalated ICT service issues while maintaining responsibility of our obligations to deliver remote monitoring and reporting for our managed services clients. You will be expected to provide clear insights and visibility under these obligations and look to promote improved efficiencies and streamline processes through automation for Netier and our clients. The role will also be responsible for the delivery of non-standard service requests that form part of billable bodies of work.

As a Senior Systems Engineer, you will understand the demands of the position, be a champion of our vision and values, support team members and deliver outstanding customer service to internal and external stakeholders. This role is expected to achieve assigned KPI's and provide ownership and accountability for delivery of our managed services commitments with exceptional communication from start to finish.

Position-specific tasks or responsibilities:

• Point of escalation for L3 incidents via the Service Desk
• Ownership over the configuration and management of our monitoring systems to ensure visibility across our client systems.
• Ensure effective reporting is in place to provide detailed visibility over managed systems to our client based.
• Deliver automation solutions that result in saving of time and money for tasks manual tasks.  
• Periodic system audit to align with best practice compliance.
• Assisting in scoping projects /reviewing SOWs where required.
• Providing updates to the General Manager, Technical Services Manager and Service Manager.
• Documentation of all systems and role specific procedures.

Qualifications: Essential

• Any relevant IT, vendor or equivalent certifications

Qualifcations: Desirable

• IT qualification diploma level or higher
• Microsoft Certifications (MCSA; MCSE; AZ-104; AZ-800/801)
• Vendor or equivalent certifications

Experience: Essential 

• 7 Years+ of IT or equivalent experience 
• Experience with Microsoft server technologies including AD, SQL, Exchange and CA
• Knowledge and experience in implementing and supporting solutions in Azure, including Microsoft Office 365, Azure AD and SharePoint
• Experience with virtualisation technologies such as VMWare, AHV, Hyper-V and KVM
• Windows Server management (2012 to 2022)
• Monitoring systems – RMM & PRTG

Experience: Desirable 

• 7+ years in similar role within a traditional Managed Services Provider.
• Mentoring/leadership experience
• Advanced networking knowledge, CCNA, Sophos, WatchGuard, Aruba & Fortinet
• Solid understanding of ITIL service delivery methodologies
• Experience with ConnectWise Manage and Automate.
• Backup Technologies including Veeam.
• Experience with BrightGauge and/or Power BI.

Attributes: 

• Resilient and takes ownership of accountabilities.
• Flexible within agreed policy and frameworks with ability to adapt as the organisation evolves.
• Ability to plan and work to deadlines with excellent attention to detail.
• Authenticity that engenders trust, and motivates behaviours aligned with Netier values, culture and growth.
• Team player with the ability to actively listen, process feedback, reflect, learn and help others learn.