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JOB TITLE:
Systems Engineer (Offsite Engineer)

EMPLOYMENT TYPE
Permanent Full Time

SALARY
BAND 3 - Between $60,000 to $75,000 plus superannuation and all entitlements. Dependent on experience.

JOB FUNCTIONS
An Offsite Engineer are responsible for the remote assistance and support of tickets raised by Corporate customers. The role also assists with pre-configurations for onsite engineers and can work as part of an onsite team for large deployments. An Offsite Engineer also provides entry level quoting and technology recommendations to customers. An Offsite Engineer may be required to perform tasks conducted by Onsite 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 Offsite Engineer to help with the increased workload.

QUALIFICATIONS, EXPERIENCE AND ATTRIBUTES
  • Experience with basic networking concepts (Routing, Switching, DNS, IP Addressing etc.)
  • Experience with Microsoft Server Technologies
  • Ability with technical troubleshooting and diagnostics
  • Demonstrate leadership and ability to foster teamwork
  • Ability to work autonomously with little supervision
  • Working with Children Check and Drivers License

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.

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 quote and sell hardware/software at a PC level Quote/offer the appropriate security offerings. Sophos, Datto RMM etc Work with the Onsite Engineer to roll out the device

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 the Southern Advance Plants checks on Sunday evening

Continuing Professional Development Maintain technical knowledge of evolving industry technology

Ad hoc Other tasks as directed


WHAT TO BRING TO THE ROLE?
  • Clear verbal and written communication skills
  • Excellent telephone manner and interpersonal skills
  • Ability to explain issues to a non-technical audience
  • Clear alignment with Solution One values and culture


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

LOCATION

Head Office - Mornington VIC 3931

EMPLOYMENT TYPE

Permanent Full Time

SALARY BAND

BAND 3 - Between $60,000 to $75,000 plus superannuation and all entitlements. Dependent on experience.