About the job
Internal Candidates Only
Join our expanding Technical Operations Centre (TOC) at Datacom, where we pride ourselves on a strong commitment to internal development and career advancement!
As a key component of the Modern Platforms team, the TOC seeks to enhance its service desk capabilities in New Zealand. Following the successful integration of four new Service Desk Academy hires, we are poised for further growth.
If you are enthusiastic about technology and eager to progress into a Level 3 role, this opportunity is tailored for you.
About This Role
The Associate Systems Engineer at our Technical Operations Centre plays a crucial role in monitoring and responding to various systems (Windows, UNIX, Databases, and Cloud) and managing backups in real-time, 24/7. This position involves event monitoring, following standard protocols for troubleshooting, diagnosing issues, and escalating to third-level engineers as needed. Your main responsibilities will revolve around executing documented and repeatable tasks outlined in our core objectives.
Please note: This position requires shift work, with a current schedule of 12-hour shifts on a 3 days on / 3 days off rotation.
Key Responsibilities
- Incident and Request Management
- Prioritize and manage incidents and requests efficiently, ensuring high-quality ticket information.
- Adhere to ITIL frameworks for service requests, incident management, and problem management.
- Regularly update and validate all Knowledge Base articles related to the Operations Team.
- Infrastructure Monitoring
- Proactively monitor all infrastructure for availability, capacity, and performance to resolve incidents swiftly.
- Foster positive relationships with internal and external stakeholders, consistently exceeding customer expectations.
- Identify and implement improvements to standardize procedures, enhancing team efficiency.
- Monitoring and Reporting
- Follow Datacom and customer Change Management policies for technical changes.
- Utilize technologies such as SL1, SCOM, PRTG, Apollo, and Splunk to monitor system health and critical processes.
- Generate and communicate daily/nightly backup performance reports for all TOC serviced customers.
- Create environment and security reports as necessary.
