Regional Systems Engineer

NEC•Perth, WA

3d•Onsite

About The Position

The Regional Engineer will utilise strong analytical skills, debugging techniques, and structured analysis to troubleshoot and resolve service issues through structured fault-finding techniques. The Regional Engineer will perform root causes analysis of problems and action Change and Problem requests. They will be called upon to deliver customer projects in the relevant technical domain. The role offers a high variety of work opportunities and training that provides excellent experience. The role, at times, involves physical tasks that provides a work environment not solely secluded to behind a screen. A day in the life of a Regional Engineer can be highly varied but in general, unless there are pre-planned tasks, the Regional Engineer starts the day by checking the queues for any immediate works, which could be received via several sources (SNOW, DSMS, email, Skype, MS Teams, phone, etc.). If no immediate works require attention, the Regional Engineer will proceed to complete ongoing BAU tasks, such as Data Centre walkthroughs, hardware & site audits, or Project planning, noting that critical tasks could be received throughout the day.

Requirements

Minimum NV2 security clearance required
Qualifications and certifications within the information technology sector
3 + years customer service in the area of technology support
Sound knowledge of relevant domain technologies and tools
High Level of communication and interpersonal skills and ability to understand technical issues and clearly articulate solutions to clients
Understanding of ITIL and ITSM toolsets
Ability to analyse problems and quickly identify solutions

Responsibilities

Assess, evaluate and interpret various sources of data to fully understand the customer with the purpose of improving the customer experience
Provide support, analysis, and recommendations for customer enhancements and improvements
Helping to determine and develop new and improved customer initiatives, strategies, policies and practices
Respond to Major Incidents promptly and with a sense of urgency
Assist to investigate, analyse & resolve incidents within various environments
Monitoring and issue resolution of systems and hardware
Liaising with 3rd party vendors as and when required
Ensure server infrastructure standards and design requirements are upheld maintained
Understand and adhere to Change Management policies and procedures
Work within a timely manner to uphold Service Level Agreements
24x7 incident response with On-Call roster