Aussie Broadband's (ABB) purpose is to change the game. As one our Senior System Engineer, you'll enable this by providing frontline technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. You will also drive best technical and support practices, provide technical guidance and act as an escalation point for all Enterprise Network and Voice Support Engineers. At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of 'Be good to people' everyday. Join us as we continue to grow and make a mark as the 5th largest telco in Australia! Why work for Aussie? Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we're growing fast and not slowing down! Our fantastic culture lives and breathes our values: Don't be ordinary, be awesome Think BIG No bullsh*t Be good to people Have fun We are proud to be a B Corp Certified company, which means we're good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability. We care about our community through our Pledge 1% commitment, sponsorship programs and our paid staff community service leave offering. But don't just take our word for it – We have been named one of the top employers in Australia by HRD magazine. The good stuff 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave) Free internet up to the value of $109 per month 20% off our Fetch and Mobile services Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Origin, Specsavers, HCF and many more Celebrating you! With monthly rewards and recognition Internal training and resources for you to continue to learn, grow and achieve your career goals Yearly allowance for amazing Aussie merch Fitness Passport for access to multiple gyms and pools across Australia Let's talk about you! To be successful in this role you will possess: A minimum of 3-5 years of experience in cloud and infrastructure technologies. Mid-range or advanced certification or experience with at least two or more of the following technologies: VMware infrastructure, including vCloud Director, vCenter, NSX, VROPs, Horizon DaaS Server systems including Cisco UCS, Dell PowerEdge, and HPE Synergy Storage systems including NetApp product portfolio including ONTAP Cluster Mode, SolidFire/ HCI, EMC VNX, EMC Unity, Nutanix, Nexenta, StorageGRID and AltaVault. Backups and replication, primarily using Veeam, Rubrik, Commvault and Zerto Microsoft – Windows, Active Directory, DNS, DHCP, Group Policy, Exchange, Office 365 A passion and drive for continuous learning and self-improvement coupled with the ability to gain an understanding and competency in new technologies quickly. A strong desire to provide service to the customer beyond their expectations. Demonstrated experience coaching and mentoring other technical team members. How will you support our "Why?" As our Senior Systems Engineer, you will provide frontline technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. Your responsibilities will include: Supporting and assist our Enterprise Support Engineers in their frontline role for all customer faults and ensure customers receive timely, proactive updates through our ticketing platform so we can deliver a world-class customer experience. Proactively managing complex or escalated customer incidents including escalating issues to the relevant carrier, or third-party vendor in a timely manner. Ensuring the support engineers provide regular, relevant, clear, frequent, and proactive updates on customer cases and escalations and the customer is kept informed throughout the case resolution lifecycle. Establishing and maintain empathy with the customer and match the level of detail to the customer. Managing all internal and external relationships in the customer's or partner's best interests, maintaining up-to-date case notes and data management. Being the first escalation point for customer queries. From time to time you will be required to enrich, dispatch, prioritise, classify, troubleshoot, investigate, and diagnose incidents or faults affecting Enterprise, Government and Wholesale customer or partner products or services and coordinate the resolution of these incidents within the applicable SLA framework. Contributing to relevant, practical, and realistic development and training plans for team members. Analysing, planning, deploying and test requested adds, moves, or changes for Enterprise, Government and Wholesale customer or partner services within the applicable SLA framework. At all times, try to shield the customer or partner from the complexity of activities associated with restoring their services by acting as their proxy for the carrier, field service and other required third-party interactions whenever possible. Engaging with the sales, account management, billing, and other Aussie Broadband technical and operational teams and, where required, ensure the customer experience when dealing with Enterprise, Government, and Wholesale support is seamless and easy to do with business. Participating in the Enterprise Support team's on-call, dispatch and shift rotations that focuses on restoring incidents affecting Aussie Broadband customer services outside our normal support hours. Maintaining high levels of technical competency through continued learning and application of relevant research, training, self-study, and certifications. Ready to join? Apply directly and our fantastic team will be in touch! If you have an questions get in touch today with our team at ****** ! Even if you feel you don't meet all the requirements, we'd still love to hear your story. We are unconventional in many ways, and we like to think outside the box with the people we hire.