Overview
The DRS support function will be a natural extension of our current service desk and engineering teams.
Job Title: DRS (Digital Radio Signal) Engineer
Location: Brisbane, Australia
Contract
- Tiered Expert Support: Our team will provide advanced L2/L3 diagnostics for all incidents escalated from your L1/TROC team. We will take ownership of the incident ticket, coordinate all required parties, and drive it to resolution.
- Seamless ITSM Integration: All L2/L3 DRS tickets will be managed within the client\'s existing ServiceNow platform, leveraging the workflows, assignment groups, and escalation paths we currently manage for your IT network. This ensures a consistent support experience for your users.
- Unified Ownership: The Client team will take full ownership of all escalated tickets, providing a single point of contact for the business and managing all required third parties.
- Expert OEM Management: We will formalize and manage the L3/L4 support relationship with Motorola Solutions and Cambium, acting as BHP\'s advocate to ensure timely and effective resolution of product-specific issues.
Technical Responsibilities & Lifecycle Management
Our team will assume full responsibility for the technical health and performance of the DRS environment.
- System Acceptance: We will develop and execute comprehensive User Acceptance Testing (UAT) plans to validate that all current or upgraded systems meet BHP\'s performance and operational standards before go-live.
- System Updates: All firmware, software, and security updates will be meticulously planned and executed in accordance with BHP\'s Change Management process, including rollback plans and post-implementation reviews.
- Proactive Maintenance: We will perform daily, weekly, and monthly health checks using our advanced monitoring tools to identify potential issues before they impact service. A monthly Health Report will be provided.
- Problem Resolution: Our proactive problem management process involves analysing incident trends to identify underlying issues. We will create problem tickets to track these root causes and implement permanent fixes.
- Asset & Configuration Mgt. We will maintain an accurate and up-to-date Configuration Management Database (CMDB) for all DRS assets, tracking configurations, firmware versions, and maintenance history.
- Documentation & KM: A centralized knowledge base will be established and maintained, containing all system configurations, network diagrams, support procedures, and resolutions.
- End User Management: We will manage the full lifecycle of user profiles and device configurations within the RM Server and other system components, ensuring security and proper access control.
- Our team will schedule regular technical interlock sessions with BHP Site Engineers and the TROC to ensure alignment on operational activities, ongoing projects, and system performance.
Regards
James
Email:
#J-18808-Ljbffr
📌 DRS (Digital Radio Signal) Engineer
🏢 Ampstek
📍 Brisbane City