EOI - Associate Systems Engineer (Internal Only)

INTERNAL EMPLOYEES ONLY

Description:

Our Technical Operations Centre (TOC) is expanding, and we have an exciting opportunity for Service Desk members in New Zealand!

The TOC is part of the Modern Platforms team, whose leaders are strongly committed to Datacom’s internal development strategy. In recent months the team has welcomed four SD Academy hires across AU and NZ, and the hiring manager has been very impressed with their progress.

We’re now looking for the next standout performer. If you’re passionate about technology and ready to step up into a Level 3 role, this could be the perfect opportunity.

About this opportunity

The key role of the Associate Systems Engineer – Technical Operations Centre is to monitor and respond to systems (e.g. Windows, UNIX, Database & Cloud) and backups in real-time on a 24 x 7 x 365 rotational basis. Event Monitoring also includes responding to such alerts by following the standard procedures, which can include troubleshooting, diagnosing, resolution or escalating to third level engineers for resolution. The role itself is to respond and complete a number of documented and repeatable tasks described in the core objectives below.

Please note that the role involves shift work. The current schedule is 12-hour shifts on a 3 days on / 3 days off rotation.

What you’ll do

 1. Accepting, prioritising and managing Incidents and Requests

• Ensuring the quality of information in tickets is of a high standard
• Following the ITIL framework for service requests, incidents & problem management
• Ensure that all articles in the Knowledge Base relating to the Operations Team are valid and any updates communicated

2. Real-time monitoring of all infrastructure for availability, capacity and performance

• Work to resolution of incidents identified across all managed infrastructure by undertaking real-time monitoring of systems & backups 24 x 7 x 365
• Maintain positive & cooperative relationships with internal & external stakeholders, thereby exceeding customer expectations
• Identify improvements/changes to standardise procedures to improve efficiency within the team

3. Monitoring and Reporting

• Follow Datacom’s and customers’ Change Management policies and procedures for all technical changes
• Use key technologies including SL1, SCOM, PRTG, Apollo & Splunk to monitor system health, disk space, CPU/Memory thresholds & important system processes.
• The generation and communication of Daily / Nightly backup and performance reporting for all TOC Serviced customers.
• Produce environment & security reports for the customer’s monthly reports.
• System compliance reports on the status of system versions & coordinate resolution.

4. Prompt detection, resolution and escalation of incidents

• Take ownership of assigned duties within Modern Platforms
• Demonstrate a sound technical understanding of customers’ supported services.
• Identify improvements/changes to standardise procedures to improve efficiency within the team

5. Performing well documented, repeatable tasks (i.e. patching, health & compliance checks, PVT, server reboots)

• Perform documented tasks. This may include the rebooting of a server, working with third parties to resolve application issues or the installation of a patch on a server.
• Action e-mails and tickets from staff and customers in a timely fashion to maintain SLA compliance.

6. Continual Service Improvement of the TOC

• Identify and record opportunities in the CSI register
• Where possible contribute towards the implementation of the CSI. i.e. process, procedure, scripting & automation to enhance the delivery of the Operations Team
• Work with Technical Lead, TOC Manager and Technical Operations teams to help deliver improvements and stakeholder/customer outcomes.
• Researching & designing new solutions or processes to further improve the management of our duties.

What you’ll bring

• 1+ years’ experience in a Service Desk, Asset Management or Configuration Management function.
• Effectively manages the responsibilities of their role, manages their time and delivers on the objectives set for them, and adapts to innovation and improved ways of working.
• Proactively seeks guidance of effective approaches to tasks or problems, sets a high professional standard for themselves and others, delivers outcomes aligned to both personal and team objectives, and promotes innovation and improved ways of working.
• Experienced in IT Support.
• Technical knowledge of Physical and Virtual infrastructure and both standard and customised software.
• Knowledge of the organisation's existing IT infrastructure, operating systems and software.
• Knowledge of the outsourced IT services market.
• Understands implications of work and makes recommendations for solutions within defined procedures and practices.  
• Assures adherence to schedules, work plans, and performance requirements
• Ability to frequently interact and network with a variety of stakeholders and team members within own area of expertise
• Strong service orientation with understanding of technical problems and the ability to clearly explain solutions
• Proven analytical and problem-solving skills
• Excellent customer relationship building and management skills
• Strong verbal and written communication skills with a wide variety of stakeholders

Desirable Not Essential

• ITIL Foundation or higher certification
• AWS, Azure or Google certifications
• Programming / scripting
• CISSP (Certified Information Systems Security Professional)
• CISM (Certified Information Security Manager)
• Bachelor degree in Business, IT, Science, Engineering, Economics or a related discipline
• CCSP (Certified Cloud Security Professional)
• SANS (401,501,503, 504, 511) or similar
• Offensive Security

Eligibility Criteria

• Member of NZ Service Desk
• Need to be able to work shifts (12 hours, 3 days on/3 days off rotation)
• 1+ years’ experience in a Service Desk, Asset Management or Configuration Management function.
• Have informed current leader or manager of intent to apply and sought endorsement
• Consistency in meeting your current KPI’s.
• Be reliable with a good record of schedule adherence
• Have no disciplinary matters within the last 6 months

Applications close at 9am Friday 8th May 2026 No late applications will be accepted

The commencement date for a successful candidate will be determined with consideration given to the time it takes to find a replacement for current role