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.
