Job Description

Position title: Senior Systems Engineer

Reports to (position title): Team Leader

Function/Dept (Operations/Finance/HR etc): Operations

Location (HO, Branch, Field): HO and customer sites

Job Type (permanent vs casual/fixed, FT vs PT etc): Permanent FT

Date document last modified: February 2021

Primary purpose

• Delivery and support of OmniNet services, mainly being IT systems and infrastructure
• Provide systems design, deployment, maintenance, technical support across IT and phone services
Service the needs of the company’s clients, with an exceptional level of customer service and a
professional attitude

Key accountabilities

• Technical delivery and support

o Provide and maintain a high level of customer service and professionalism in all areas
o Provide and maintain a high level of technical expertise for both hardware and software
o Assess client requirements; quoting and provisioning of products, services and solutions
o Install, configure, test, support, maintain, monitor and manage IT and other services
o IT services include email, public & private cloud hosting, backup, server & network
implementation & support, web hosting, security, operating systems, application software and
system management tools
o Provide Level 1, 2 and Level 3 advanced technical support
o Ensure systems are properly maintained and upgraded, including anti-virus, backups, imaging
and patching
o Provide both remote and on-site end-user support
o Provide advanced technical input to other team members and take escalations
o Answer incoming calls and emails promptly and either action, transfer, note message or log jobs

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o Plan and prioritise workload according to client rating, SLA and timelines required
o Advise Team Leader immediately if deadlines will not be achieved
o Record all client interaction, sales and support in CRM, ensuring all details are kept current
o Complete and maintain client documentation in line with company policies, including
procedures, asset inventories and infrastructure documentation
o Contribute to technical solution design and implementation, including in-house systems and
procedures
o Prepare, present and follow up client quotes and proposals
o Contribute to after-hours support service and 24/7 on-call roster
o Identify new business opportunities and services
• Promote a safe workplace and safe work practices
o Comply with, and encourage others to comply with, all H&S related programmes and policies
o Ensure all incidents/accidents are reported
o Suggest preventative actions where appropriate
o Maintain clean, tidy, safe office, vehicle and workshop areas
• Compliance with policy, procedures and standards
o Attend all toolbox and company meetings as required
o Comply with the overall policies of the business
o Suggest process/system/procedural improvements where appropriate
• Other associated accountabilities
o Perform all other tasks and actions as directed by the Team Leader, Office Manager or
Managing Director
o Attend networking events as agreed
o Manage or participate in projects as required

Critical success factors/key performance indicators (KPI’s)

• Technical delivery and support

o Meet or exceed agreed billed labour revenue
o Meet or exceed agreed billed sales revenue
o Client work to be completed within agreed timeframes
o Incident resolution meets SLA requirements
o Services to be provisioned within 24 hours of job being logged
o After hours support is provided and response times are within agreed range
o Support mailbox is monitored and managed to ensure all requests are logged within agreed
timeframe
o Ensure punctuality for on-site visits and leave the site in a tidy, safe manner when the job is
completed

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o Ensure follow up of all commitments made, including tasks, jobs, and appointments – under
promise and over deliver
o Ensure configuration of hardware and software is done in line with company best practices
o Prioritise and manage workload to ensure everything is completed in a timely manner
o Ensure a high level of technical expertise is maintained to keep up to date with IT solutions
o Provide an exceptional level of client service, which is reflected in client satisfaction feedback
and retention
o Client complaints at zero
o Ensure client information is always kept current using selected software/CRM
• Reporting
o As and when required
• Health & Safety
o Incident and accident rates as agreed
• Compliance
o Keep up to date with legislative requirements
• Policy and standards
o Continuous improvement – suggest and action
o Adhere to all company standards and House Rules
• Procedures
o Develop as required to form an Operations Manual

Decision making authority

• As per company policies

Contacts arising/relationships - external & internal

• Clients - current, new and prospective clients
• Internal – Team Leaders, all other staff
• External (other) – suppliers, networking connection

Minimum professional skills/knowledge/experience

• At least 5 years experience working in IT

• Proven experience in the support and implementation of Windows Infrastructure
• Advanced skills in the latest versions of Windows Server
• Advanced skills in the latest versions of Windows Desktop O/S
• Proven network experience and familiarity with routing and VPN
• Proven experience in Active Directory and Group Policy
• Proven experience with high level implementation and issue resolution
• Able to identify and devise client solutions

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• Excel in client service and communication
• Demonstrated ability to motivate self
• Strong record of accuracy and attention to detail
• Promotes ‘Best Practice’ within the business
• Represents company, self and equipment in a professional manner

Minimum education & qualifications

• Level 5 or above qualification in Computing, or equivalent work experience

• Current & valid clean drivers license

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