The Senior Systems Engineer role sits within our Engineering Team and reports to the Technology Services Manager.  

The purpose of this role is to provide hands-on level 3 technical support through troubleshooting and problem-solving initiatives, focusing on resolution of escalated ICT service issues while maintaining responsibility of our obligations to deliver remote monitoring and reporting for our managed services clients. You will be expected to provide clear insights and visibility under these obligations and look to promote improved efficiencies and streamline processes through automation for Netier and our clients. The role will also be responsible for the delivery of non-standard service requests that form part of billable bodies of work.

As a Senior Systems Engineer, you will understand the demands of the position, be a champion of our vision and values, support team members and deliver outstanding customer service to internal and external stakeholders. This role is expected to achieve assigned KPI’s and provide ownership and accountability for delivery of our managed services commitments with exceptional communication from start to finish.

Position-specific tasks or responsibilities:

• Point of escalation for L3 incidents via the Service Desk
• Ownership over the configuration and management of our monitoring systems to ensure visibility across our client systems.
• Ensure effective reporting is in place to provide detailed visibility over managed systems to our client based.
• Deliver automation solutions that result in saving of time and money for tasks manual tasks.  
• Periodic system audit to align with best practice compliance.
• Assisting in scoping projects /reviewing SOWs where required.
• Providing updates to the General Manager, Technical Services Manager and Service Manager.
• Documentation of all systems and role specific procedures.