Systems Engineer

The Opportunity 

This is a hands-on Systems Engineer role within a growing global ICT function. The role has primary responsibility for supporting the New Zealand environment and selected local services, while also contributing to the support, resolution, and continuous improvement of shared services and platforms used across the wider business. 

This is not a site-only support role. As part of the ANZ engineering team and the broader global ICT function, you will provide local on-site support where required, contribute to global support, and help deliver operational improvements and project outcomes across relevant ICT domains. 

You will take ownership of escalations, changes, technical improvements, and local hands-on activities where needed, while improving supportability through better documentation, automation, runbooks, and operational discipline. The role works closely with others across the ICT team and is suited to someone who enjoys solving real infrastructure problems, raising operational standards, and making services more reliable over time. 

The Specifics 

Global ICT team contribution 

• Work as part of a global ICT team, with primary alignment to the Australia and New Zealand engineering function. 
• Provide on-site support for New Zealand-based users, offices, and infrastructure where physical presence is required. 
• Work closely with the global ICT service desk and wider ICT team to ensure clean escalation, strong handoffs, clear ownership, and timely resolution of issues. 
• Contribute to consistent operational standards across regions by documenting fixes, standardising support patterns, and improving supportability. 

IT Service Management (ITSM) 

• Operate within established ITSM practices across Incident Management, Request Fulfilment, Change Management, Problem Management, Knowledge Management, and Service Catalogue / Self-Service.  
• Take ownership of incidents, requests, and technical issues escalated from the service desk or other ICT teams.  
• Contribute to PIRs, problem records, known error records, KB articles, and support documentation that reduce repeat issues and improve service quality.  

• Support stronger operational outcomes through good service discipline, clearer documentation, and consistent execution of support processes.  

• Help improve escalation quality by ensuring fixes, workarounds, and support approaches are properly captured and reusable. 

Infrastructure & Connectivity 

• Support and maintain core infrastructure services in New Zealand, including Windows and Linux servers. 

• Administer and troubleshoot compute, virtualisation, storage, backup, and infrastructure connectivity services.  

• Support virtualised environments including VMware, Hyper-V, or equivalent platforms, including provisioning, lifecycle hygiene, troubleshooting, performance monitoring, and operational support.  

• Support storage, backup, restore, and recovery activities with a strong focus on reliability, evidence quality, and operational resilience.  
• Troubleshoot infrastructure-related network issues across LAN, WAN, Wi-Fi, VPN, and firewall-connected services in collaboration with relevant owners where needed. 
   

Delivery, projects and service improvement 

• Contribute to project and delivery work across relevant ICT domains and capabilities, particularly where infrastructure, service operations, and platform support intersect.  

• Support implementation of approved standards, platform improvements, lifecycle activities, and service changes.  
• Assist with technical delivery work in New Zealand and across shared platforms where regional engineering support is needed.

• Identify practical opportunities to improve reliability, reduce recurring issues, and simplify support through better engineering and operational discipline. 

Business Applications, Automation & AI 

• Support selected enterprise applications and SaaS platforms where they intersect with infrastructure, access, operational support, or local delivery needs.  

• Build and maintain lightweight automation using PowerShell or Python to improve fulfilment speed, consistency, and operational quality.  

• Support approved automation and AI-enabled services within defined guardrails and existing support processes.  

• Contribute to practical uplift in service quality through scripting, standardisation, and better operational tooling.  

• Work within approved architecture, security, and governance standards when supporting platforms, integrations, automation, or AI-enabled capabilities. 

Cross-domain collaboration 

• Work closely with others across the ICT team, including service desk, infrastructure, Digital Workplace, IAM, Security Operations, and service owners.  
• Collaborate across regions and time zones to resolve incidents, coordinate changes, and support delivery outcomes.  
• Apply approved patterns and operate within defined guardrails, while maintaining a practical understanding of how adjacent domains affect the services you support.  

• Escalate appropriately where ownership sits with another domain, while still contributing enough technical context to help move issues forward. 

What we’re looking for (you don’t need to be a guru at all—we’ll coach and collaborate) 

• Solid experience in a systems engineering, infrastructure engineering, or broad service desk and support role, ideally in a production environment supporting business-critical services.  

• Strong hands-on experience across Windows Server, Active Directory, DNS, DHCP, Group Policy, virtualisation platforms, storage, backup, and infrastructure troubleshooting.  

• Demonstrated capability across on-premises and hybrid environments, including core networking fundamentals such as switching, routing, firewalls, VPNs, and connectivity troubleshooting.  

• Comfortable working within Jira Service Management or similar ITSM processes, with good habits around incident handling, change discipline, problem follow-through, and documentation.  

• Practical automation mindset, with PowerShell preferred and Python also useful; you should be inclined to script, standardise, and runbook what you fix.  

• Strong written communication and documentation skills, including KBs, runbooks, support notes, and clear technical handover.  

• Comfortable working as part of a global team, collaborating across regions, time zones, and functional boundaries.  

• Able to balance operational support, escalation handling, and delivery work rather than treating the role as purely BAU support.  

• Strong enough in documentation, standardisation, and knowledge sharing to improve support quality and reduce repeatable issues over time.  

• Able to work well with others across the ICT team while staying clear on where ownership and decision-making sit.  

• Experience with SQL Server infrastructure, endpoint or device management, Microsoft 365 or SaaS administration, monitoring and alerting platforms, or enterprise AI tooling is desirable.  

• Willingness to participate in on-call or out-of-hours support where required. 

Personal attributes 

• Calm, practical, and reliable under pressure.  

• Strong problem-solving skills with good judgement and follow-through.  

• Clear communicator who can explain technical issues without making them harder than they need to be.  
• Ownership mindset with a focus on service quality and operational standards.  
• Comfortable getting hands-on locally while also contributing as part of a broader global team.