Level 3 Systems Engineer

SAU Digital provides B2B IT solutions for the corporate marketplace. With offices in Perth and Melbourne we are looking at expanding the team to meet the growing demand for our services.

We are recruiting for a Full Time Level 2 Engineer to join the team in Perth. The successful candidate will provide IT support to our large client base and have a passion for IT, an understanding of business customer needs, and a focus on relationship management and customer excellence.

The successful candidate will provide IT support to our large client base and have a passion for IT, an understanding of business customer needs, and a focus on relationship management and customer excellence.

This role is a Hybrid role which will include a certain amount of travel to our client's sites within Perth metro area to service their maintenance and provide IT support.

Key Responsibilities:

• Provide excellent customer service by resolving escalated Helpdesk Tickets and ensuring a friendly, quick, helpful, and on-time experience for our clients
• Utilize our Ticketing System to work on and resolve Helpdesk Tickets, Service Requests, Problem Management, and Project Tickets, while managing and recording all work through the system
• Maintain up-to-date Client Documentation
• Communicate the status of tickets to clients and notify them of any changes or outages related to their issue
• Identify, communicate, and mitigate potential risks to the Service Delivery and Project Managers and Clients
• Collaborate with internal teams (and clients) to develop and deliver requirements, design, and planning to execute various low and high-level complex networking projects/tasks
• Follow the schedule provided by the Service Delivery Manager and Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Train and support Level 1 & Level 2 engineers across teams

Desired Skills:

• English fluency and the ability to communicate in both spoken and written forms in a business setting. The candidate will be responsible for the authoring of technical documents and other technical communications in a business setting
• Ability to engage in client relationships and provide excellent communication to customers
• Ability to act as a team lead and show leadership to junior staff members
• Ability to work independently and achieve complex goals without major oversight, while directing team members
• A valid driver’s license and licensed vehicle

Desired Experience:

The ideal candidate will have extensive experience in some or all of the following fields:

• Microsoft desktop and server operating systems, in all aspects of their deployment, configuration and maintenance
• Linux distributions, in all aspects of their deployment, configuration and maintenance
• Cloud services, Microsoft 365, Microsoft Azure, Intune, SharePoint
• Microsoft Office suite and Modern Workplace solutions
• A sound understanding of virtual infrastructure and its deployment, management and maintenance
• Active Directory and Group Policy Management
• DHCP, DNS, TCP/IP
• Scripting and automation using tools such as PowerShell (Basic level)
• Cyber security solutions, endpoint protection, firewalls.
• SAN and storage virtualisation technologies
• Virtualisation using Hyper-V and VMware
• Microsoft Remote desktop farms
• LAN/WAN network engineering with regards to routers, firewalls, and wireless access points
• Backup and disaster recovery using Azure, Cove, and other backup products
• Document management systems
• IP Telephony systems and Unified Communications

Qualifications

Any of the following qualifications will hold the candidate in high regard:

• Certificate IV in Information Technology
• Bachelor of Computer Science, Bachelor of Information Technology
• Traditional Microsoft system engineering qualifications (MCSE, MCSA)
• Microsoft cloud and hybrid cloud system engineering qualifications
• Fortinet NSE levels 4 through 8
• Cisco CCNA and higher qualifications
• CompTIA certifications: Network+, Security+, Cloud+, Server+ etc
• ITIL 3/4
• Project Management certifications: PRINCE2, CSM, Agile, etc.

We offer a competitive salary package and opportunities for career advancement within our growing company. If you are passionate about IT and committed to delivering exceptional customer service, we want to hear from you! Apply now to join our team at SAU Digital.