Senior Systems Engineer (Level 3)

SUMMARY

At JEM, we rely on our Services Group to serve as the backbone of support and customer service to ensure the best experience possible for our clients. As a Senior Systems Engineer your role is responsible for the handling of a high volume of Tier 1, 2 and 3 support requests. You will work in conjunction with the other technical teams within the business to achieve the highest level of customer service and support.

ESSENTIAL DUTIES & RESPONSIBILITES

Include the following. Other duties might be assigned from time to time as needed;

1. Technical Support & Issue Resolution

• Respond to and manage incoming support requests via phone and ticket-based CRM, ensuring thorough documentation, timely follow-up, and regular client updates.
• Deliver advanced remote and onsite support using a range of tools, resolving complex technical issues across workstation, server, and network environments in line with defined Service Level Agreements (SLAs).
• Provide technical advice directly to clients and coordinate with third parties when required.
• Attend scheduled and ad-hoc onsite visits to perform preventative maintenance or address urgent support needs on client devices and IT infrastructure.
• Provide onsite dedicated support for key accounts, delivering personalised technical assistance, and building strong client relationships.

2. Collaboration, Escalations & Knowledge Sharing

• Work closely with, Subject Matter Experts, and Team Leaders to resolve complex issues and contribute to ongoing project work where applicable.
• Participate actively in team discussions, sharing knowledge and supporting the development and mentorship of other technicians across technical teams.
• Take ownership of escalated issues from junior technicians, providing guidance, resolution support, and ensuring timely communication back to clients.

3. Documentation & Knowledgebase Maintenance

• Leverage the internal knowledgebase to understand client systems and processes.
• Create, update, and reference documentation to support consistency and quality in service delivery.

4. Scheduling & Availability

• Participate in rotating shift schedules and after-hours support rosters, as outlined by the team's published calendar.
• Ensure flexibility in working hours to accommodate client needs and support continuity of service.

5. Administration & Compliance

• Accurately track and log all work performed, submitting weekly timesheets in accordance with internal requirements.
• Work within the ISO framework and maintain compliance with all relevant standards and procedures.

6. Professional Development

• Commit to continuous learning and actively pursue industry-recognised certifications related to relevant technologies, systems, and support practices.

QUALIFICATIONS AND/OR EXPERIENCE

Education & Certification

• Relevant qualifications or industry-recognised certifications in IT, systems administration, vendor education, or related technical fields (Examples below): ACA-Switch / CCNA / CCNP; Fortinet Certified Professional - Network Security; MCSE / MCSA; VCP; VMCE
• Strong foundational technical background with a commitment to ongoing professional development.

End-User & Workstation Support

• Extensive experience troubleshooting and supporting end-user workstation environments, particularly those running Windows operating systems.
• Proficiency with the Microsoft Office/365 suite, Teams, and other collaboration tools.

Mobile & Cloud Platforms

• Hands-on experience configuring and supporting devices using iOS and Android platforms.
• Proven experience configuring, and supporting Microsoft 365, Azure, Intune, directory services, and enterprise email systems.

Server, Virtualisation & Infrastructure

• Proficiency in configuring and managing server platforms, including Windows Server operating systems and core server roles such as Active Directory, DNS, and Group Policy.
• Deep understanding of virtualisation platforms (e.g., VMware, Hyper-V), including setup of clustered environments, storage architecture, and performance tuning.

Networking & Wireless Technologies

• Working knowledge and experience applying core networking concepts, including TCP/IP, DNS, VPNs, routing, VLANs, and wireless systems.
• Experience configuring and managing advanced network infrastructure, including switches, VLANs, firewalls, and wireless controllers.
• Hands-on experience with wireless infrastructure such as access points and associated end-user devices.
• Ability to troubleshoot complex networking issues and deploy secure and scalable networking solutions.

IT Security & Endpoint Protection

• In-depth knowledge of IT security concepts, including threat management, encryption, endpoint detection, and multifactor authentication.

PREFERRED, NON-ESSENTIAL EXPERIENCE

• Familiarity with telephony systems and modern communication platforms (e.g., VoIP, unified communications).
• Experience with SAN technologies and storage design.
• Exposure to project delivery and technical help desk support within an MSP or professional services environment.
• Knowledge of Professional Services Automation (PSA) tools and Remote Monitoring & Management (RMM) software platforms.

This is a full-time role working from our offices in Castle Hill or and customers premises, the business offers a fantastic team environment with a supportive management team and career growth potential as we continue to expand nationally.