Position Title: Systems Engineer L2 Onsite

Employment: Full-time

Reports To: Service Desk Team Leader

Date Updated: April 2022

Department: Operations

Location: 18 Business Park Drive, Notting Hill, VIC 3168

POSITION PURPOSE:

The Level 2 Onsite engineer needs to be able to work under pressure remotely and in live environments. Along with being
able to handle the customers’ needs in real time.
Being Well-presented and having good face to face customer service skills is highly regarded.
Good management of time and meeting client expectations is required to reduce the impact to the client.
Working well within a team, being organised and sharing knowledge is needed to work through assigned priorities.
All the while, being technical to resolve issues efficiently, and apply sustainable resolutions

ACCOUNTABILITY: Manage the ticket life cycle

 Complete tickets as per weekly average
 Adhere to ticket handling process
 Be Part of rotation policy in working Afterhours
 Be Part of rotation policy in working early/late shifts
 Attempt to provide first touch resolution (where possible)

ACCOUNTABILITY: Provide customer service excellence

 Engage client in friendly and professional manner

 Adhere to company values (work as part of a team, reference Premier core values)
 Attend onsite jobs when required

ACCOUNTABILITY: Constant improvement

 Attend daily/weekly meetings
 Maintain, contribute to client documentation (IT Glue)
 Maintain, contribute to Premier documentation (Powerhouse)
 Identifying reoccurring trends and suggest recommendations, report back to Team Leader

Position Description – Service Desk Systems Engineer v0.3. April 2022

ACCOUNTABILITY: Admin

 Log time as per weekly average

 Completion of daily tech review

QUALIFICATIONS, WORK EXPERIENCE AND SKILLS

Essential Criteria Desirable Criteria
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POSITION DIMENSIONS/SCOPE:
(Size of budget; no. direct reports; positions reporting to this role, etc)

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High Value Activities and Key Performance Indicators

HVAs KPIs
 Assess each ticket within the first 30 minutes to  On average complete 25 tickets per week
determine if additional help is required or not to  On average log 30 hours per week
close it  On average, Ticket handling must be at 80%
 Develop best solution for each problem to compliance
determine gaps in own knowledge (e.g. check  Reopen tickets less than 2 per week (and no bad
previous ticket history, review documentation, ratings in the review period)
discuss with colleagues)  Completion of 1 training per month and achieve
 Track in real time (written down or ConnectWise) competency on the required assessment
when a ticket/activity starts and ends  No more than 1 unplanned outage per month
 Completion of ‘Daily Tech Review’ in final 15 while onsite
minutes of every day  Zero customer complaints
 Bring a list of any hold-ups to daily meeting
 Training – keep personal notes, ask questions, work
through practical/scenario examples (assigned or
developed on own), complete quizzes/assessments

Position Description – Service Desk Systems Engineer v0.3. April 2022

BEHAVIOURAL COMPETENCIES AND BEHAVIOURS

Competency Behaviours
Organised  Has a system for keeping track of tasks
 Works backwards from deadlines
 Schedules time in calendar when and how work will be completed
 Identifies risks and contingencies
 Prioritises based on both importance and efficiencies
 Implements efficiencies and/or methods to achieve more with less
 Gains agreement from stakeholders and keeps them informed
Analytical thinking  Defines a clear hypothesis or learning question to solve
 Gathers relevant information beyond what is easy to access
 Makes logical decisions regarding the amount and type of information
required to develop a sound recommendation
 Questions data or information that doesn’t make sense
 Draws logical links between different pieces of information
 Provides recommendations and/or implements solutions that add value
to the audience
 Tracks and reviews the validity of their recommendation after
implementation, reflecting on the outcome
Attention to detail  Identifies how errors could take place
 Applies knowledge of the context to anticipate errors
 Has and uses a system of checking they can talk through step by step
 Implements systems and processes for checking using technology
 Takes personal accountability for accuracy
 Utilises others efficiently and effectively
 Makes sound decisions regarding when a high degree of accuracy is
required
Initiative  Identifies an issue or opportunity for action
 Thinks logically through the impact of the issue or opportunity
 Considers the pros and cons of different actions and/or non-action
 Takes action to resolve problems or realise opportunities
 Communicates with others as appropriate on actions taken
 Follows up to ensure outcomes are achieved
 Takes steps to resolve the root cause or to expand the opportunity
Customer focus  Builds rapport with the customer
 Demonstrates authentic empathy
 Asks questions to properly understand needs
 Provides relevant options to the customer
 Resolves problems for customers
 Checks that that customer is satisfied
 Takes an extra step to delight the customer

Position Description – Service Desk Systems Engineer v0.3. April 2022

Employee Signature__________________________________________Date________________

Manager Signature___________________________________________Date________________

Next review date__________________________

Position Description – Service Desk Systems Engineer v0.3. April 2022