1. Telethon Institute for Child Health Research Job Description
Why is this Job Description being written? New Position Replacement Position Position re-designed Position not previously described
POSITION DETAILS: Position Title: SENIOR SYSTEM ENGINEER
Division: ACS Department: Information & Communication Technology
Position reports to: (role) Service Delivery Manager
Location: include all possible locations 100 Roberts Road Subiaco
POSITION PURPOSE: In one or two sentences briefly summarise the overall purpose of this role, i.e. broadly, what this role does and why
• Responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise systems
• Serves as a Subject Matter Expert (SME) in the area of system administration and acts as the Technical Lead for Operations staff
• Provides timely and sound advice to the management team on the implementation of technologies and problem resolution
• Identifies methods, solutions, and provides project leadership and management in order to provide a high level of service to the Institute
• Acts as the third point-of-escalation for all IT-related enquiries and problem resolution
• To ensure a first class customer support service is provided to Institute staff and associates
KEY RESPONSIBILITY AREAS (Please list in order of importance)
Key Position
Accountabilities
What are the main areas for
which the position is
accountable
% of
Total
Role
Inputs:
What are the key activities or tasks to be carried out?
Outputs:
What are the expected end results?
Measures:
How it is measured
Customer Service 5
• Assist Service Desk team when required to provide face-to-face over-
the-counter customer support to all Institute staff and associates.
Activities can range from general IT enquiries such as computing and
mobile device issues through to following up on logged IT requests
• Respond to customer phone enquiries and resolve issues over-the-
phone in a timely and friendly manner
• Proactively review job progress in ticket system and providing
customers with an update and feedback on job status
• Proactively follow-up on customers to ensure that their
requests/issues have been satisfactorily actioned/resolved
• Timely response to IT queries
• Reduced customer enquiries
seeking updates on job progress
• Customers are provided with
feedback on their job requests
in line with priority response
timeframes
• A first class customer service
operation
• Timely and customer-friendly
service
• Customer feedback in
consultation with SDM
• Adhere to Service Level
Agreement (SLA)
• Number of follow-ups provided
to customers
1
2. Technical Support 20
• Troubleshoot and resolve technical issues within Service Level
Agreement (SLA)
• Responsible for the resolution of 3
rd
level support issues
• Acts as the Technical Lead for troubleshooting and problem resolution
• Timely response to customer
enquiries and timely resolution
of IT issues/problems through
correct prioritisation of jobs and
allocation of resources
• Accurate capturing of
information of the problem and
its resolution
• A first class customer service
operation
• Response and Resolution Time
• Number of Assigned, Overdue,
Closed and Assigned To tickets
• Adhere to Service Level
Agreement (SLA)
• Adhere to Priority Response
Time and Communication
Protocols
• Recurring issues
System Administration 60
• Maintains an awareness of industry standards and practices, emerging
technologies, trends, and their application to support service delivery
• Responsible for the Disaster Recovery readiness of the systems and
services
• Identifies opportunities created through the use of ICT to key
stakeholders
• Defines high-level architecture and technology standards for all
applications and infrastructure across the organisation
• Designs of end-to-end network security solutions including firewalls
and remote access authentication systems
• Supports and participates in the development of the Information
Strategy
• Provides strategic advice regarding the use of information and
technologies to achieve optimal outcomes, meeting current and future
needs
• Develops and maintains technology roadmaps and other guides to the
future development of Institute-wide ICT supported capabilities
• Perform security and system performance monitoring and reporting as
per schedules
• Responsible for the Disaster Recovery readiness of the systems and
services
• Adhere to Change Management principles and practices
• Ensure availability of systems
and services to the agreed levels
• Business operations continuity
• Building and deploying a robust
and scalable IT infrastructure
• Timely advice and assessment
of security and risk mitigation
• System design, specifications,
implementations consistent
with adopted Standards and
Best Practice
• Building the Disaster Recovery
(DR) infrastructure
• Adoption of approved Best
Practice, Methodologies and
Standards
• System Uptime
• Successful testing of DR site and
infrastructure
• Produce system and security
reports as per schedules
2
3. Projects 10
• Act as the Subject Matter Expert (SME) for the project team
• Provide timely advice on project risk assessment and mitigation
• Manage and implement assigned projects and tasks to deliver services
in accordance with established objectives
• Work with stakeholders and vendors to deliver project outcomes
• Regularly update project team with
• Timely delivery of project
outcomes
• Ensure sound management of
projects and programs
• Ensure project risks are
assessed and mitigated
• Milestones and Deliverables
• Time and Material
• Quality
• Adoption of approved Project
Management Principles and
Methodologies
Documentation 5
• Develop policies procedures and other documentation required to
support the systems, networks and server environments
• Ensure IT processes, policies and procedures are kept up to date, and
are being followed appropriately
• Ensure details regarding progress and actions taken for each task are
recorded in the ticketing system
• Produce and update infrastructure schema and design layouts
• Produce network security audit reports as per schedules
• Contribute to the development of Business Continuity Plan (BCP) and
Disaster Recovery Plan (DRP)
• Other documentation and reports as required
• A central repository of
knowledgebase
• Sharing of knowledge and
information
• Succession planning and service
redundancy
• Available installation manuals
and procedures
• Business Continuity Plan (BCP)
and Disaster Recovery Plan
(DRP)
• Up-to-date documentation
• Easy to find
• Easy to follow instructions
• Accuracy
• Availability
• Feedback
3
4. ESSENTIAL SKILLS, KNOWLEDGE AND EXPERIENCE:
Qualifications: what are the minimum educational, technical
or professional qualifications required to competently perform role
• A qualification in a relevant discipline or equivalent level of experience (e.g. degree, diploma or recognised equivalent in
an engineering, business or information systems discipline)
• CCNA Certification or higher
• ITIL Foundation Certification or higher
Skills, Knowledge & Experience: • Demonstrated knowledge and experience of Active Directory, Exchange and other key Microsoft server technologies
• Proven experience supporting and administering VMware and other virtualisation technologies
• A strong understanding of network protocols particularly TCP/IP and exposure to Wide Area Networks
• Demonstrated experience in the planning, implementation, management, configuration and maintenance of Microsoft
Servers and associated server technologies
• Microsoft Systems/desktop administration/management skills
• Working knowledge of scripting languages
• Strong documentation skills
• Strong customer service focus
• Ability to effectively prioritise and execute tasks in a high pressure environment
• Proven analytical and problem-solving abilities
• Experience at working independently and in a team-oriented, collaborative environment
DESIRABLE SKILLS, KNOWLEDGE AND EXPERIENCE:
Qualifications: what are the minimum educational, technical
or professional qualifications required to competently perform role
• CCA Certification or higher
• VCP Certification or higher
• MCSE Certification or higher
Skills, Knowledge & Experience: • Experience working with Cisco technologies in routing and switching
• Experience configuring Firewall and Filters
• Experience working with storage technologies such as SAN,NAS and NetApp
• Experience administering and supporting Mac and Linux/Unix operating systems and applications
• Experienced working for non-profit or government organizations
SCOPE:
Financial accountability: Does this role have accountability for a budget?
• Nil
People responsibility: Does this role have any direct reports or indirect reports (through direct reports)?
No. of direct reports • Nil No. of indirect reports • Nil
4
6. Next level of
supervision
Director of
Operations
(1 x FTE)
Immediate level of
supervision
Head of IT
(1 x FTE)
Other roles reporting
to immediate
supervisor
Service Delivery
Manager
(1 x FTE)
Direct reports (role x
no.)
Service Desk
Engineer
(2 x PTE)
Service Desk
Engineer
(1 x FTE)
Desktop
Engineer
(2 x FTE)
System
Engineer
(1 x FTE)
Senior System
Engineer
(1 x FTE)
ADDITIONAL INFORMATION:
Is there any additional information that needs to be understood to explain this role?
• Adhere to telephone hunt group and seating arrangement in accordance with role and responsibility
• Operate a shift system to provide cover between 8am and 5pm. Weekend and out of hours work may be required
6
