Modern Desktop Systems Engineer

About the role

A permanent Modern Desktop Systems Engineer position within the Platform Services team, based in West Melbourne with hybrid work (2 days WFH). The engineer provides end-to-end server (compute and storage) infrastructure support, manages technical operations, backup and disaster recovery, and covers the full lifecycle of OS software, licenses, change management, patching, security and monitoring of server and EUC hardware.

Key responsibilities

• Support the Platform Services team, the Service Desk and Network Services teams, and provide break-fix and troubleshooting support.
• Monitor the health, capacity and performance of production and non-production servers and hardware, and resolve escalated incidents, problems and change requests with a high ticket closure rate.
• Report system performance data to drive continuous improvement and SLA reviews.
• Implement and maintain ITSM policies, standards and procedures for infrastructure build, hardening and operations.
• Support the Technical Projects Team, hand over projects to operations and provide As-Built documentation.
• Document runbooks and operating procedures, maintain architecture diagrams and keep assets and configurations accurate in the asset register, CMDB, ServiceNow and monitoring platform.
• Patch servers and edge devices, manage forward plans of maintenance and upgrades, and ensure backup and DR capabilities are tested against resilience targets.
• Act as an IT ambassador, support Major Incident and Cyber Incident coordination, and work a rostered after-hours schedule.

Required profile

• Post-graduate IT qualification with the equivalent of a Bachelor's degree in Science, Technology, Information Systems or Business Management.
• 5+ years as a Systems Engineer in IT Service Management or IT Operations in a large-scale environment, with strong incident management and ITIL discipline; ITIL certification preferred.
• 3+ years supporting cloud services on Azure and AWS.
• Experience with an operational ticketing system such as JIRA, OTRS or ServiceNow.

Required skills

• Microsoft On-Premise, MS Office 365, SCCM, SCOM, VMware, Hyper-V, Citrix, Active Directory, ADFS and Exchange.
• Strong communication, problem-solving, organisational and time-management skills, and ability to work autonomously under pressure.