Systems Support Engineer

About the role

Randstad is recruiting a Systems Support Engineer for a global leader in communication and collaboration technologies, whose client builds consolidated communication platforms used in public-safety control rooms and command centres worldwide. With several major systems moving into support or undergoing upgrades, the engineer takes ownership of system performance and customer success, acting as the first point of contact for complex technical service issues across the system lifecycle.

Key responsibilities

• Serve as the principal point of contact for technical service operations, resolving system inquiries and issue reports within strict SLA parameters.
• Perform deep-dive analysis, fault isolation and remediation of software and hardware anomalies in active, mission-critical environments.
• Architect, schedule and implement change requests, system expansions and platform integrations.
• Run verification tests in internal labs and at client sites, leading formal site acceptance procedures.
• Work with European product management and R&D teams on escalated issues and platform improvements.
• Carry out operational audits to ensure system efficiency, reliability and regulatory compliance.

Required profile

• 5+ years of hardware and software support experience, ideally in mission-critical, high-availability or public safety environments.
• Bachelor's degree (or equivalent) in Engineering, Communications, Software, Information Technology or a related field.
• Strong understanding of Voice Communication Systems (VCS) and basic telecom protocols/interfaces.
• High commercial acumen, attention to detail and a customer-focused approach, able to communicate with both technical peers and non-technical stakeholders.
• Australian citizenship; domestic travel to client sites across Australia and international travel to the European headquarters for training.
• Availability outside standard business hours (8 am - 6 pm) for urgent issues, on-site or remotely.

Required skills

• Linux (RedHat), VMware, ESXi
• Cisco configuration, VoIP (SIP, RTP)
• PostgreSQL, MS SQL, Oracle
• Zabbix, WuG, Rsyslog
• Jira or ServiceNow