Senior Systems Engineer

Meridian IT Job Description Senior Systems Engineer

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Job Description Employee Name: TBA Job Title: Senior Systems Engineer Location: Sydney Employment Date: TBA Reports To: Service Operations Manager Purpose of Role

As a key member of the Service delivery team, you will be providing onsite and remote IT support to our clients for a range of activities such as escalation support, project or implementation services or consulting services. You will provide 3rd level IT support and act as an escalation point based on skills and competencies. This role requires someone that has the ability to solve the most complex, high-impact challenges faced by our customers in a timely and efficient manner.

Components of this role requires you to proactively manage our client’s IT environments and your core function is conducting problem management to ensure the root cause of issues is addressed. You may be assigned clients that you will be a technical lead and be the go-to contact for that client.

You will also be responsible for proactively executing on project engagements and ensuring your projects are delivered on time, within scope and to a high standard to ensure we meet our client's expectations.

As a senior engineer in the service delivery team, you will be seen as the technical subject matter expert for technologies aligned to you and be required to assist in upskilling of other team members in these technologies.

The role requires a high degree of technical skill across a broad range of areas in IT infrastructure, solution design and a good understanding of ITIL processes.

Key Performance Indicators We have outlined your major responsibilities and what we expect will be the outcome of your efforts. Some of these responsibilities will also be linked to KPIs and will be shared with you upon successful employment.

Other responsibilities may arise from time to time and as required and Responsibilities and KPIs will be changed on a regular basis in consultation with you.

Other responsibilities

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Area of Responsibility

Description KPI Measure

1 Certifications As outlined in your 1:1 and Learning and Development plan

As per your Learning and Development plan

2 Professional Development

That you actively manage your professional development including the obtaining of certifications, and gaining exposure to new technologies

Achieve the development goals as set out in your Personal Development Plan, within 12 months

3 After Hours After hours work required is expected as part of the role. This may, or may not be branded as overtime or On- Call

May be required from time to time

Key Competencies

Essential

This role requires the follow Competencies and Experience;

• Minimum of 8 years’ experience as a technical engineer, working in an MSP Environment

• Ability to engage clients through technical and business requirement gathering.

• Manage client expectation with detailed and timely ticket updates under agreed SLA.

• Ability to prioritise and understand service level urgency, severity and impact (Service Level Management)

• Strong analytical and problem-solving skills

• Provide technical services on projects assigned to you

• Provide 3rd line technical support

• Creating and managing client documentation, process documentation and knowledge base articles.

• Provide mentorship and training to junior staff.

• Excellent verbal and written communication skills

• Experience and exposure in the following technologies (Key Technologies):

o Virtualisation technologies, mainly focused on Vmware or Hyper-V

o Server and Storage Technologies (NetApp, Dell and/or IBM)

o HCI Technologies (Nutanix, VxRail, VMware, vSAN, Azure Stack HCI)

o Microsoft Server Products, such as Windows Server, Exchange, RDS/VDI etc

o Understanding and/or exposure to Cloud technologies, Azure/AWS

o Office 365 (Exchange online, SharePoint online)

o Understanding and knowledge of basic Networking.

• Understanding of backup technologies such as IBM SP/SPP, Commvault, Veeam

• Maintain industry-based certifications (e.g IBM, NetApp, Nutanix, Dell, Microsoft, VMware, Backup, Cloud Technologies)

• A “Do what it takes” attitude

• Keeping across disruptive technologies in Cloud Computing, Mobile and Asa-service technologies

• Participating in training programs for internal and vendor-based training and certifications where applicable

• Proven ability to work within and across teams

• Industry based certifications

Desirable

The following Competencies and Experience would be an advantage in this role;

• Prior experience within an outsourced service delivery environment • Working knowledge of ITSM service delivery concepts • Prior experiencing with consulting services and presales • IBM AIX Unix or Linux Skills

Key Qualifications

Essential

This role requires the following Qualifications;

• Industry based technical certifications

o Microsoft MCSE or equivalent (e.g Azure, AzureStack HCI or Windows Servers Certifications)

o Vmware VCP

o Netapp, Dell Storage, IBM or similar

Desirable

The following Qualifications would be an advantage for this role;

• Tertiary qualifications • Advanced Industry based certifications such as IBM AIX or Linux • ITIL certification

Key Activities

Whilst your day to day activities will vary to meet your Role’s Mission, KPIs and the operational requirements of the job, we envisage the following key activities being required to achieve success in the position;

Service Delivery - 70 %

• Ensure support SLA targets are achieved

• Ensure project SLA targets are achieved

• Execute on project tasks and deliverables

• Provide escalation support for service delivery teams and resolve technical issues

• Manage and take ownership of client environments aligned to you

• Problem management

• Ensure service quality through technical competence and attention to detail

• Strive for high levels of customer feedback scores

• Maintain effective communications with your clients

• Ensure adherence to our Service Delivery policies, processes and procedures

• Work with Service Delivery Managers and Account Executive staff to ensure effective management of the client base

• Identify areas for Service Delivery improvement

Professional Development - 30%

• Obtain and maintain industry certifications

• Pursue select areas of IT specialisation

• Delivering or organising proof of concept or proof of value services

• Attending workshops, vendor briefings and update sessions on specific technologies

• Identify areas for new opportunities within the customer base

Special Requirements

Reasonable Availability

In a 24/7, 99.95% uptime environment Meridian requires all Staff to be reasonably available to service incidents should they are arise.

As part of our SLA’s meridian IT provides for a 24/7 on-call, Sydney based Service Operations that will field all out of hours client emergency calls, however you should be readily available in the event of client escalations from the technical teams or the customer

On-Call Responsibilities

In a 24/7, 99.95% uptime environment Meridian requires that we provide an On-Call rostering system to ensure we meet our customer SLA's for Severity 1 and 2 issues. It is a requirement of this role that you are part of an active on-call rostering system as part of an On-Call team.

Employment Contract

This Job Description is complementary to your contract or employment agreement that has been signed at the time of your employment. The Job Description is designed to be able to be changed where deemed necessary, without changing any of your existing, pre-agreed employment conditions and remuneration. This document does not change any company related policies stated in your contract agreement either.