Regional Systems Engineer

Nec It Solutions Australia Pty Ltd; Western Australia; On-site; AUD 90,000 - 120,000; Full time

Job summary

NEC is seeking a Regional Engineer to troubleshoot and resolve service issues, perform root cause analysis, and deliver customer projects in the relevant technical domain. The role involves varied tasks, including data centre walkthroughs, hardware & site audits, and project planning.

It requires a keen eye for fault-finding and willingness to handle on-call incident response. The position is onsite at Bullsbrook, Perth, with NV2 security clearance and qualifications in IT.

Qualifications

• Minimum NV2 security clearance required.
• Qualifications and certifications within the information technology sector.
• 3+ years customer service in technology support.
• Sound knowledge of relevant domain technologies and tools.
• High level of communication and interpersonal skills.
• Understanding of ITIL and ITSM toolsets.
• Ability to analyse problems and quickly identify solutions.

Responsibilities

• Assess, evaluate and interpret data to understand the customer and improve experience.
• Provide support, analysis, and recommendations for customer enhancements.
• Develop and implement new customer initiatives, strategies and practices.
• Respond to Major Incidents promptly with urgency.
• Investigate, analyse and resolve incidents across environments.
• Monitor and resolve issues in systems and hardware.
• Liaise with 3rd party vendors as required.
• Ensure server infrastructure standards and design requirements are upheld.
• Adhere to Change Management policies and procedures.
• Work within SLAs and provide 24x7 incident response with On-Call roster.

Skills

Customer service

Communication skills

Problem analysis

Education

IT qualifications and certifications

Tools

ITIL/ITSM tools

Job description

Minimum NV2 security clearance is required for this role| Onsite| Located at Bullsbrook, Perth

NEC has a century-long history of innovation and for over 50 years in Australia, NEC has built a sophisticated technology and anything-as-a-service company which brings together the best technology and the smartest people driving customer service excellence. With a major focus on Public Safety, we deliver a complete portfolio of ICT solutions and services to large enterprise, small business and government customers.

We are shaping the most efficient businesses and creating a safer society by solving tomorrow’s technology challenges.

About the role

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.

Key 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

About you

• 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

About us

NEC has a rich history of bringing humanity and tech with our vision to orchestrate a brighter life; we are committed your personal and professional development. You will have access to our on-demand learning portal, excellent Health & Wellbeing program and volunteer for our CSR activities. Some of our benefits include generous leave options. You will also have access to our Rewards Gateway to avail great discounts on tech, food and lifestyle products.

NEC is committed to achieving a diverse workforce and strongly encourages applications from people with disability, Aboriginal and Torres Strait Islanders and candidates from culturally diverse backgrounds.