Job description

About the Client

We are Spirit, a modern technology provider dedicated to leveraging intelligent solutions for good.

As a modern technology workplace services provider, we are committed to delivering powerful and innovative solutions that embody our core principles of security, sustainability and scalability for businesses in Australia.

We work closely with industry-leading technology brands to ensure that our solutions not only meet but exceed the highest standards of quality and reliability.

About the role

As a Senior Systems Engineer at Spirit, you will be playing a pivotal role in supporting and improving the quality, efficiency, and success of internal and external infrastructure. We are seeking an individual with a unique blend of common sense, a strong technical understanding, and the versatility to work seamlessly as part of a team or autonomously. Your role goes beyond a conventional system engineering role; you’ll be entrusted with solving complex problems within client environments, emphasising efficiency and stability. Collaborating closely with technical and non-technical stakeholders alike, you will ensure that our managed services not only meet but exceed client expectations, contributing to the ongoing improvement and investment in our services.

Job Responsibilities

Provide expert-level technical support and troubleshooting for systems and network-related issues
Address escalated customer calls and emails, clarifying requirements and resolving issues promptly
Diagnose and resolve system and network performance problems in both internal and client environments
Ensure compliance with Service Level Agreements (SLAs) and meet customer expectations
Respond to service outages and incidents, implementing effective remediation to minimize downtime
Document troubleshooting procedures and solutions for knowledge sharing
Manage and execute system and network configuration changes, upgrades, and deployments
Maintain strong client relationships through top-tier service and support
Support both WAN and LAN infrastructure for internal and client environments
Collaborate with data center operations teams on system and network upgrades, migrations, capacity planning, and incident management
Design, implement, and manage complex infrastructure solutions for internal and external clients
Ensure system stability, security, and scalability through proactive monitoring and maintenance
Work with cross-functional teams to integrate networking solutions with other IT systems and applications
Provide mentorship and guidance to junior engineers and technical team members
Adhere to organizational policies and contribute to their development and improvement

Requirements

SELECTION CRITERIA

In addition to the attributes outlined in the position description above the successful candidate will possess the following:

Minimum of 5 years of technical experience in a medium or enterprise environment with expertise in supporting multiple domain environments
Proficiency in virtualization technologies such as VMware, Hyper-V, and Azure
Hands-on experience with backup and storage solutions, including Veeam, Datto Backup, and AvePoint
Strong knowledge of Microsoft 365 (M365) and cloud computing while adhering to industry best practices
Familiarity with tools and technologies such as NinjaOne, ServiceNow, Auvik, Highlighter, M365, SSL, Active Directory (AD), and DNS
Experience providing IT support to English-speaking countries
Over 5 years of experience working with Windows and Linux server operating systems
Skilled in designing, implementing, and managing client infrastructure
Strong understanding of data center infrastructure, including servers, storage, and virtualization technologies
Proficiency in industry-leading networking infrastructure, including Meraki, Fortinet, Sophos, Juniper, Cisco, WatchGuard, MikroTik, Aruba, and Ruckus

Industry Qualifications (Preferred)

Microsoft AZ-900
Microsoft AZ-104
Microsoft AZ-700
Microsoft AZ-500
VMware Certified Technical Associate
Veeam Certified Engineer (VMCE)
Red Hat Certified System Administrator (RHCSA) (Highly Regarded)
Microsoft AZ-140 (Highly Regarded)
ITIL Certification (Highly Regarded)

Personal qualities and attributes

Strong ability to prioritize tasks effectively while maintaining ticket documentation and management standards
Capable of making sound decisions and exercising good judgment when handling internal and external stakeholders in high-pressure situations
Proactive approach to identifying and resolving complex technical issues using critical thinking and analytical reasoning
Excellent verbal and written communication skills
Ability to convey technical concepts clearly and concisely to both technical and non-technical audiences
Customer-centric mindset, prioritizing client needs and delivering exceptional service and support
Actively seeks opportunities for professional development and continuous skill enhancement