/n SUMMARY /n At JEM, we rely on our Services Group to serve as the backbone of support and customer service to ensure the best experience possible for our clients. As a Senior Systems Engineer your role is responsible for the handling of a high volume of Tier 1, 2 and 3 support requests. You will work in conjunction with the other technical teams within the business to achieve the highest level of customer service and support. /n /n ESSENTIAL DUTIES & RESPONSIBILITES /n Include the following.

Other duties might be assigned from time to time as needed; /n 1.

Technical

Support & Issue Resolution /n /n

- Respond to and manage incoming support requests via phone and ticket-based CRM, ensuring thorough documentation, timely follow-up, and regular client updates.

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- Deliver advanced remote and onsite support using a range of tools, resolving complex technical issues across workstation, server, and network environments in line with defined Service Level Agreements (SLAs).

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- Provide technical advice directly to clients and coordinate with third parties when required.

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- Attend scheduled and ad-hoc onsite visits to perform preventative maintenance or address urgent support needs on client devices and IT infrastructure.

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- Provide onsite dedicated support for key accounts, delivering personalised technical assistance, and building strong client relationships.

/n /n 2. Collaboration, Escalations & Knowledge Sharing /n /n

- Work closely with, Subject Matter Experts, and Team Leaders to resolve complex issues and contribute to ongoing project work where applicable.

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- Participate actively in team discussions, sharing knowledge and supporting the development and mentorship of other technicians across technical teams.

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- Take ownership of escalated issues from junior technicians, providing guidance, resolution support, and ensuring timely communication back to clients.

/n /n 3. Documentation & Knowledgebase Maintenance /n /n

- Leverage the internal knowledgebase to understand client systems and processes.

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- Create, update,



and reference documentation to support consistency and quality in service delivery.

/n /n 4. Scheduling & Availability /n /n

- Participate in rotating shift schedules and after-hours support rosters, as outlined by the team’s published calendar.

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- Ensure flexibility in working hours to accommodate client needs and support continuity of service.

/n /n 5. Administration & Compliance /n /n

- Accurately track and log all work performed, submitting weekly timesheets in accordance with internal requirements.

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- Work within the ISO framework and maintain compliance with all relevant standards and procedures.

/n /n 6.

Professional

Development /n /n

- Commit to continuous learning and actively pursue industry-recognised certifications related to relevant technologies, systems, and support practices.

/n /n /n QUALIFICATIONS AND/OR EXPERIENCE /n Education & Certification /n /n

- Relevant qualifications or industry-recognised certifications in IT, systems administration, vendor education, or related technical fields (Examples below): ACA-Switch / CCNA / CCNP
- Fortinet Certified Professional – Network Security
- MCSE / MCSA
- VCP
- VMCE

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- Strong foundational technical background with a commitment to ongoing professional development.

/n /n End-User & Workstation Support /n /n

- Extensive experience troubleshooting and supporting end-user workstation environments, particularly those running Windows operating systems.

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- Proficiency with the Microsoft Office/365 suite, Teams, and other collaboration tools.

/n /n Mobile & Cloud Platforms /n /n

- Hands-on experience configuring and supporting devices using iOS and Android platforms.

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- Proven experience configuring, and supporting Microsoft 365, Azure, Intune, directory services, and enterprise email systems.

/n /n Server, Virtualisation & Infrastructure /n /n

- Proficiency in configuring and managing server platforms, including Windows Server operating systems and core server roles such as Active Directory, DNS, and Group Policy.

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- Deep understanding of virtualisation platforms (e.g., VMware, Hyper-V), including setup of clustered environments, storage architecture, and performance tuning.

/n /n Networking & Wireless Technologies /n /n

- Working knowledge and experience applying core networking concepts, including TCP/IP, DNS, VPNs, routing, VLANs, and wireless systems.

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- Experience configuring and managing advanced network infrastructure, including switches, VLANs, firewalls, and wireless controllers.

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- Hands-on experience with wireless infrastructure such as access points and associated end-user devices.

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- Ability to troubleshoot complex networking issues and deploy secure and scalable networking solutions.

/n /n IT Security & Endpoint Protection /n /n

- In-depth knowledge of IT security concepts, including threat management, encryption, endpoint detection, and multifactor authentication.

/n /n /n PREFERRED, NON-ESSENTIAL EXPERIENCE /n /n

- Familiarity with telephony systems and modern communication platforms (e.g., VoIP, unified communications).

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- Experience with SAN technologies and storage design.

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- Exposure to project delivery and technical help desk support within an MSP or professional services environment.

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- Knowledge of Skilled Services Automation (PSA) tools and Remote Monitoring & Management (RMM) software platforms.

/n /n /n This is a full-time role working from our offices in Castle Hill or and customers premises, the business offers a fantastic team environment with a supportive management team and career growth potential as we continue to expand nationally. /n

📌 Senior Systems Engineer (Level 3) (Sydney)
🏢 Jem Computer Systems Pty
📍 Sydney