Systems Engineer

Summary

Join New Era Technology, a global team of over 4,500 professionals, where we are committed to creating a valued and empowered workplace. As a Systems Engineer, you will provide technical support to clients, including remedial maintenance support on infrastructure, LAN and WAN networks, and implementation of new technologies. You will work closely with the Service Delivery team to ensure client environments meet required standards and SLAs. This role involves both remote and onsite support, troubleshooting, and problem-solving. You will also contribute to the selection of relevant technologies and products for projects, develop design documentation, and act as an escalation point for junior team members. The position requires strong technical skills, excellent communication, and a client-focused attitude.

Requirements

• A broad base of knowledge and competency in core hardware and operating system technologies including installation, configuration, diagnosing and preventive maintenance
• Experience in implementing and troubleshooting leading edge technology solutions
• Proven experience delivering multiple small-to-medium sized projects - e.g. migrations, upgrades, office moves etc
• Technical knowledge of Windows Server Operating Systems, Active Directory, Group Policy, DNS, Exchange, Office 365 and virtualization technologies
• Practical knowledge of TCP/IP, Cloud Technologies, and IT security
• Solid experience in managing networks and security appliances, ideally in an enterprise environment
• Proven experience with Routing & Switching and VPN technologies
• Good documentation skills
• Mid-level Industry qualifications from key vendor partners including Fortinet, Cisco, Sophos, Microsoft, VMware, Symantec and/or Citrix
• Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people
• Good written communication skills
• Must be able to work as part of a team
• Ability to problem solve and think both logically and laterally
• The ability to apply good time management discipline and work under pressure
• Client focused attitude
• Strong willingness to learn and pass on knowledge

Responsibilities

• Providing remote and onsite support for client environments
• Testing, diagnosing, repairing, configuring and upgrading hardware and associated IT equipment in client environments
• Troubleshooting, analyzing, and identifying hardware and network system faults, evaluate alternative solutions, determine and implement the solution process
• Working with clients to understand technical requirements across the business
• Maintaining client environments in ways that optimize performance and reliability
• Ensuring the security and privacy of client systems and information
• Recommending and assisting with the selection of relevant technologies and products for projects
• Developing high level and low-level design documentation
• Acting as an escalation point and aiding more junior members of the team
• Monitoring and reviewing daily logs and creating incident tasks where action is required
• Responding to incidences and assigned problems to meet SLA requirements
• Liaising with vendors if required
• Ensuring equipment configuration, error logs and code levels are within set specifications
• Developing and maintaining technical procedure and system documentation for the supported architectures
• Proactively improving and automating technical procedures
• Maintaining and developing broad, high level technical knowledge and skills across technologies deployed by New Era, through self-study and internal and external training courses
• Documenting daily activity, through mandated time sheeting system, in an accurate and timely manner
• Participating in an on-call roster as required
• Other related duties as required