The Opportunity We are partnering with a global leader in next-generation communication and collaboration technologies. Our client develops state-of-the-art, consolidated communication platforms utilised by public-safety control rooms and command centres globally.
With multiple major systems currently being deployed, transitioning into support phases, or undergoing significant upgrades, our client is looking for a Systems Support Engineer to take ownership of system performance and customer success.
The Role
As the first point of contact for complex technical service issues throughout the system lifecycle, you will manage everything from deep-dive troubleshooting and error analysis to system audits and change requests. You will not just be fixing problems; you will be actively planning system extensions, conducting site acceptances, and collaborating with global product managers to drive continuous improvement.
Key Responsibilities:
...- Serve as the principal point of contact across all technical service operations, swiftly resolving system inquiries and issue reports within strict SLA parameters.
- perform deep-dive analysis, fault isolation, and remediation for intricate software and hardware anomalies in active, mission-critical environments.
- Architect, schedule, and implement complex change requests, system expansions, and platform integration's.
- Execute rigorous verification protocols within internal test labs and deployed client sites, leading formal site acceptance procedures.
- Partner directly with European product management and R&D engineering teams to address escalated issues and drive continuous platform enhancements.
- Carry out thorough operational audits to guarantee peak system efficiency, reliability, and regulatory adherence.
What You Bring to the Table:
- Experience: 5+ years of comprehensive hardware and software support experience, ideally operating within mission-critical, high-availability, or public safety environments.
- Core Domain Knowledge: Strong understanding of Voice Communication Systems (VCS) and basic telecommunications protocols/interfaces.
- Tech Stack:
- Operating Systems & Virtualisation: Linux (RedHat), VMWare, ESXi.
- Networking & Comms: Network Administration, CISCO configuration, VoIP (SIP, RTP).
- Databases: PostgreSQL, MS SQL, Oracle.
- Deployment & Scripting: Software Deployment Systems, Bash Scripts, Kickstart files.
- Monitoring & Logging: Zabbix, WuG, Rsyslog.
- Service Management: Proficiency with ticketing tools like Jira or ServiceNow.
- Qualifications: A Bachelor’s Degree (or equivalent) in Engineering, Communications, Software, Information Technology, or a related discipline.
- Soft Skills: High commercial acumen, exceptional attention to detail, and a heavily customer-focused approach. You must be able to adapt your communication style to suit both deeply technical peers and non-technical stakeholders.
Additional Requirements:
- Travel: This role requires domestic travel to client sites across Australia, as well as international travel to the client’s European Headquarters for specialised training.
- Flexibility: Given the mission-critical nature of the supported systems, you must be available outside of standard business hours (8 am - 6 pm) to respond to urgent customer issues either remotely or on-site as required.
To Apply: The candidate must be an Australian citizen
If you're successful, you’ll join a collaborative team of highly experienced and talented professionals. If this role sounds enticing to you, please do not hesitate to apply now or send Rohan an email at Rohan.cantleysmith@randstad.com.au.
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At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.