24x7 Systems Support Engineer

• 24x7 Roster
• Work from Home
• Full-time Permanent position – open to location

In this role, you will provide operational and technical support to our customers within our Services Business.

Please note that this role requires you to be available to work on a 24x7 roster.

What will I be doing?

• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement
• Incidents and Service Requests are managed effectively; ensuring information is captured in the Service Desk ITSM
• Act as the first point of contact providing support services, including taking calls from customers and responding to emails
• Work remotely with customers to troubleshoot and resolve problems to the end user’s satisfaction
• Perform operational support services including incident management and service request management as well as proactive maintenance of customers systems using established processes and procedures
• Taking ownership of incidents and requests from initial contact to call closure within defined SLA's
• Adhere to Major Incident Management processes to escalate critical incidents reported or identified
• Analyse the state of customer technical environments using monitoring and reporting tools
• Perform regular patch management, scheduled maintenance, upgrades and backup verification

What experience will I need?

• Relevant Tertiary or Diploma qualifications and industry certifications are desirable
• ITIL v3, MCSA/MCSE, MCITP, NET+, CCNA certifications are highly desirable
• Exposure to Windows Server Platforms – Server 2012 - 2025 as well as RedHat Linux & Unix systems
• Broad technical understanding of multiple technology stacks across Azure, M365, server, storage, networks, and applications
• Experience with VMWare ESXi and Hyper-V
• Demonstrated experience in a technical customer support role
• Proven experience with proactively responding to customer events
• Strong ability to diagnose server or network alerts, events or issues
• Experience with using ServiceNow or similar ITSM ticket logging system
• Experience with monitoring toolsets / LogicMonitor highly desirable

Who is Data#3?

Listed in 1997, Data#3 is an ASX200 listed company reporting gross sales of $3 billion in FY25. Headquartered in Brisbane with more than 1,400 employees, we have facilities across 12 locations in Australia and Fiji.

Voted HRD's Employer of Choice for the last 10 years and named one of Australia’s Best Workplaces in Technology by Great Place To Work® in 2024, Data#3's culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART).

At Data#3, we value diversity, equity, and inclusion as key to a thriving workplace. We are committed to building a culture where everyone feels welcome, respected, and valued—and we encourage your application.

Data#3 will request as part of the recruitment process, reference checks, police checks and verification of your right to work in Australia.

REF: KISH113850