Systems Engineer

Role Overview

This position is a practical Systems Engineer role within an expanding global ICT team. Its main focus is to support the New Zealand-based environment and specific local services, while also helping with the maintenance, troubleshooting, and continuous enhancement of shared platforms and services across the global business.

This is a hands-on role that involves more than just site support. Positioned within the ANZ engineering group and the broader global ICT function, the role requires on-site presence in New Zealand when necessary, collaboration in global support activities, and involvement in operational improvements and projects in various ICT areas.

The candidate will own the resolution of escalated issues, implement technical improvements, carry out local hands-on tasks as required, and improve service maintainability through better documentation, automation, runbooks, and disciplined operations. Close cooperation with other ICT team members is expected. The ideal applicant should be enthusiastic about addressing infrastructure challenges, enhancing operational standards, and increasing service stability over time.

Key Responsibilities

• Collaborate as part of a global ICT team primarily aligned with Australia and New Zealand engineering.
• Offer on-site technical support for users, offices, and infrastructure in New Zealand when physical presence is essential.
• Work closely with global ICT service desk and team to ensure clear issue escalation, strong handoffs, ownership, and prompt resolution.
• Promote consistent operational standards by documenting solutions, standardizing support processes, and enhancing supportability.
• Operate within established ITSM frameworks such as Incident Management, Change Management, Problem Management, Knowledge Management, and Service Catalogue.
• Manage incidents, requests, and technical problems escalated from the service desk or other ICT teams.
• Contribute to post-incident reviews, problem and known error documentation, knowledge base articles, and support materials aimed at minimizing recurring issues and improving service quality.
• Enhance operational outcomes through disciplined service delivery, precise documentation, and consistent support process adherence.
• Improve escalation quality by ensuring fixes, workarounds, and methodologies are well documented and reusable.
• Support and administer New Zealand’s core infrastructure services, including Windows and Linux servers.
• Troubleshoot and manage compute resources, virtualization, storage, backup solutions, and connectivity services.
• Handle virtualized environments like VMware, Hyper-V, or similar platforms, covering provisioning, lifecycle management, troubleshooting, performance monitoring, and operational support.
• Assist in storage, backup, restore, and recovery operations with emphasis on reliability and operational resilience.
• Troubleshoot network infrastructure issues related to LAN, WAN, Wi-Fi, VPN, and firewalls collaborating with domain owners as needed.
• Participate in project work and delivery across infrastructure, operations, and platform support domains.
• Implement approved standards, platform upgrades, lifecycle activities, and service changes.
• Provide regional engineering assistance for technical deliveries when required.
• Proactively identify opportunities to improve system reliability, reduce recurring issues, and simplify support via operational discipline and engineering enhancements.
• Support enterprise applications and SaaS platforms intersecting with infrastructure and operational support areas.
• Develop and maintain lightweight automation using PowerShell or Python to accelerate fulfilment, consistency, and quality in operations.
• Contribute to automation and AI-enabled services within defined guardrails and official support processes.
• Drive improvements in service quality through scripting, standardization, and better operational tools.
• Follow approved architecture, security, and governance standards in platform, integration, automation, and AI-enabled service support.
• Collaborate extensively with ICT colleagues across service desk, infrastructure, digital workplace, IAM, security operations, and service owners.
• Work flexibly across regions and time zones to manage incident resolution, change coordination, and delivery goals.
• Apply validated patterns and guardrails while understanding cross-domain impacts on the services supported.
• Escalate issues appropriately to the owning domain while providing sufficient technical context.

Desired Profile

• Experience in systems or infrastructure engineering, or broad service desk/support roles within production environments supporting critical services.
• Hands-on expertise with Windows Server, Active Directory, DNS, DHCP, Group Policy, virtualisation platforms, storage, backup, and troubleshooting infrastructure components.
• Proficiency with on-premises and hybrid environments, including fundamental networking knowledge in switching, routing, firewall management, VPNs, and connectivity troubleshooting.
• Familiarity with ITSM tools such as Jira Service Management, with sound practices in incident handling, change discipline, problem resolution, and documentation.
• An automation-oriented mindset; proficiency in PowerShell is preferred, with Python also advantageous; committed to scripting, standardizing, and documenting fixes.
• Excellent writing skills for producing knowledge base articles, runbooks, support documentation, and clear technical handovers.
• Ability to work effectively as part of a distributed global team collaborating across different regions and time zones.
• Capability to manage operational support, escalations, and project delivery rather than only routine support tasks.
• Strong documentation, standardization, and knowledge sharing skills to minimize recurring incidents and enhance support quality.
• Good interpersonal skills to collaborate well across the ICT group, maintaining clarity on ownership and decision authority.
• Experience with SQL Server infrastructure, endpoint/device management, Microsoft 365 or SaaS platform administration, monitoring and alerting systems, or enterprise AI tools is a plus.
• Willingness to participate in on-call and out-of-hours support duties if required.

Personal Qualities

• Composed, pragmatic, and dependable under pressure.
• Excellent problem-solving ability with sound judgment and consistent follow-up.
• Clear communicator capable of explaining technical challenges in straightforward terms.
• Strong ownership mentality focused on service quality and operational standards.
• Comfortable balancing hands-on local tasks with contributing as part of a larger global team.