System Engineer Lead

Job Summary:

The Network Operations After Hours is primarily responsible for being the first point of contact for all staff and external managed clients. You will cover a wide variety of incidents and requests across a vast array of technologies which will always keep you on your toes and see you never stop learning and building skills and knowledge.

As part of the Network Operations Centre, you will be required have an in-depth knowledge of major operating systems, such as Windows and Linux. You will be responsible for the monitoring and incident management of our network infrastructure including interconnectivities with the NBN and other third-party network providers. You will have knowledge of troubleshooting and diagnosing computer hardware and software issues, an understanding of networking, voice and system/application management.

This position gives you the ability to work with and troubleshoot many different technology areas including but not limited to the following.

• End User devices (Desktop, Laptop, Mobile)
• Servers (virtual & physical)
• Networking (router, Switch, AP)
• Voice (VoipSwitch, Cisco and other platforms)
• Security (Fortinet)

Responsibilities:

• Monitor and support a large telecommunications network including incident management, troubleshooting and administrative tasks

• Complete triage of alerts and events and follow defined workflows

• Support a range of small-medium business customers with NBN and VoIP services

• Answer and resolve IT helpdesk questions over the phone, via email/ticketing systems and by remote support.

• Maintain SLA

Requirements:

• Customer service experience is essential

• Good understanding of ITIL practices

• Experience using ServiceDeskPlus or similar ticketing system

• General Linux knowledge and troubleshooting skills

• Strong experience with incident management

• Background in supporting Windows operating systems and Microsoft Office applications

• General understanding of LAN / WAN principles & environments

• Experience in managing and troubleshooting network infrastructures