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JOB TITLE:
Systems Engineer (Onsite Engineer)

EMPLOYMENT TYPE
Permanent Full Time

SALARY
BAND 4 – Between $70,000 to $85,000 plus superannuation and all entitlements. Dependent on experience.

JOB FUNCTIONS
As an Onsite Engineer you will be responsible for the remote and onsite assistance of support tickets raised by Corporate customers. The role requires Engineers to scope, manage, deploy, maintain PC, Server, and Network technologies. An Onsite Engineer also provides server level quoting and technology recommendations to customers. An Onsite Engineer may be required to perform tasks conducted by Seniors Engineers in a continuing effort of professional development. This role will require the successful applicant to be part of an On-Call rotating roster that operates 5pm – 8pm Friday night, and 8am – 8pm Saturday & Sunday. Remuneration package provided for On-Call. The successful applicant will be required to perform a brief practical assessment at a potential stage 2 interview. The opportunity to be a part of the SolutionOne Corporate Team is an invitation into an extended family. Each and every team member enjoys getting up each day and interacting with colleagues. Whilst we keep the environment fun and dynamic, everyone has a sense of ownership of what we have achieved, and we unify to work on complex issues when required to ensure our outcomes are customer focused. You will need to not only have the technical expertise and diagnostics skills to hit the ground running, but more importantly the ability to create relationships with our clients, have a sense of pride when putting on the uniform, bring your own unique personality that is intertwined with our culture whilst demonstrating leadership and ability to foster teamwork.

ABOUT THE JOB
  • Are you looking for a lifestyle change?
  • Do you want to work for a dynamic company, that puts culture, values, and lifestyle at the forefront of everything?
  • Do you want to join a team of hardworking Systems Engineer to support small to medium businesses around the Mornington Peninsula and beyond

ABOUT THE COMPANY
SolutionOne is deeply entrenched within the Mornington Peninsula and responsible for providing technical support, consulting services, and hardware supply to over 1000 organisations locally and more than 40 schools across Eastern and Southern Metro Melbourne with direct hands-on and remote IT support. SolutionOne has a strong presence in the education sector, through their education division, Edunet, we supply 450 schools with IT hardware providing experienced advice ensuring schools are making the best decisions to enhance students learning experiences. We are growing and need to add another Onsite Engineer to help with the increased workload.

QUALIFICATIONS, EXPERIENCE AND ATTRIBUTES
  • Experience with advanced networking concepts (Routing, Switching, DNS, IP Addressing etc.)
  • Experience with Microsoft Server Technologies and Microsoft 365
  • Ability with technical troubleshooting and diagnostics
  • Excellent telephone manner and interpersonal skills
  • Clear verbal and written communication skills
  • Ability to explain issues to a non-technical audience
  • Clear alignment with Solution One values and culture
  • Demonstrate leadership and ability to foster teamwork
  • Ability to work autonomously with little supervision
  • Working with Children Check and Drivers Licence

KEY RESPONSIBILITIES
Remote Assistance Manage the Helpdesk/Monitoring queue of jobs that have been logged. Prioritize tickets based off status and time in queue. Efficiently use TeamViewer, Datto RMM and RDP to provide remote assistance. Efficiently communicate how to remotely setup access to TeamViewer gaining remote control.

Onsite Assistance Manage the Support (Onsite/Offsite) queue of jobs that have been logged. Professional representation of SolutionOne adhered to onsite.

Communication with clients Explain technical information in a manner the end user can relate to. Use visual content, storytelling where appropriate to explain technical information and processes.

Escalation Identify when a ticket requires technical escalation and use correct escalation process. Follow up issues once escalated and retain ownership of job. When possible, work with senior colleague to upskill on these issues.

Diagnostics Use a systematic approach to troubleshoot and investigate cause of issues (ie OSI Model for network issues or TCP/IP).

Client Management Ownership of assigned clients. Check in with inactive clients after 60 days.

Quoting Identify the end users requirements, recommending correct technologies for the required application whilst understanding SolutionOne’s core offerings. Work with the Admin team to develop a quote for the end user.

Server Deployments Successfully scope, manage, deploy, and maintain PC, Server, and Network technologies.

Admin Use internal systems correctly. Maintain client documentation to keep accurate centralised records. Keep consistent and coherent internal and billing notes for each job. Close jobs when completed and follow up with client.

On Call Operate autonomously whilst on call and respond to tickets within 2 hours. On site attendance if required. Complete a mandatory systems check for critical client(s) on Sunday nights.

Continuing Professional Development Maintain technical knowledge of evolving industry technology. Pass or maintain external vendor proctored certifications.

Ad hoc Other tasks as directed.


WHAT TO BRING TO THE ROLE?


Please apply via jobs@solution-one.com.au

LOCATION

Head Office - Mornington with Onsite work at local businesses in Mornington Peninsula, Frankston and Casey regions.

EMPLOYMENT TYPE

Permanent Full Time

SALARY BAND

BAND 4 – Between $70,000 to $85,000 plus superannuation and all entitlements. Dependent on experience.