Systems Engineer

NEC has a century-long history of innovation and for over 50 years in Australia, NEC has built a sophisticated technology and anything-as-a-service company which brings together the best technology and the smartest people driving customer service excellence. With a major focus on Public Safety, we deliver a complete portfolio of ICT solutions and services to large enterprise, small business and government customers.

We are shaping the most efficient businesses and creating a safer society by solving tomorrow’s technology challenges.

Minimum NV2 security clearance is required for this role.

About the role

The Regional Engineer will utilise strong analytical skills, debugging techniques, and structured analysis to troubleshoot and resolve service issues through structured fault-finding techniques. The Regional Engineer will perform root causes analysis of problems and action Change and Problem requests. They will be called upon to deliver customer projects in the relevant technical domain. The role offers a high variety of work opportunities and training that provides excellent experience. The role, at times, involves physical tasks that provides a work environment not solely secluded to behind a screen.

A day in the life of a Regional Engineer can be highly varied but in general, unless there are pre-planned tasks, the Regional Engineer starts the day by checking the queues for any immediate works, which could be received via several sources (SNOW, DSMS, email, Skype, MS Teams, phone, etc.). If no immediate works require attention, the Regional Engineer will proceed to complete ongoing BAU tasks, such as Data Centre walkthroughs, hardware & site audits, or Project planning, noting that critical tasks could be received throughout the day.

Key responsibilities

Assess, evaluate and interpret various sources of data to fully understand the customer with the purpose of improving the customer experience

Provide support, analysis, and recommendations for customer enhancements and improvements

Helping to determine and develop new and improved customer initiatives, strategies, policies and practices

Respond to Major Incidents promptly and with a sense of urgency

Assist to investigate, analyse & resolve incidents within various environments

Monitoring and issue resolution of systems and hardware

Liaising with 3rd party vendors as and when required

Ensure server infrastructure standards and design requirements are upheld maintained

Understand and adhere to Change Management policies and procedures

Work within a timely manner to uphold Service Level Agreements

24x7 incident response with On-Call roster

About you

Minimum NV2 security clearance required

Qualifications and certifications within the information technology sector

3 + years customer service in the area of technology support

Sound knowledge of relevant domain technologies and tools

High Level of communication and interpersonal skills and ability to understand technical issues and clearly articulate solutions to clients

Understanding of ITIL and ITSM toolsets

Ability to analyse problems and quickly identify solutions

About us

NEC has a rich history of bringing humanity and tech with our vision to orchestrate a brighter life; we are committed your personal and professional development. You will have access to our on-demand learning portal, excellent Health & Wellbeing program and volunteer for our CSR activities. Some of our benefits include generous leave options. You will also have access to our Rewards Gateway to avail great discounts on tech, food and lifestyle products.

NEC is committed to achieving a diverse workforce and strongly encourages applications from people with disability, Aboriginal and Torres Strait Islanders and candidates from culturally diverse backgrounds.