Service Delivery and Operations Engineer

Company Description

Damstra Technology is an ASX-listed Australian provider of integrated workforce management solutions, serving multiple industry segments across the globe. Protecting and connecting everything that is important in our customer’s world is the ethos that run true in everything that we do.  

We develop integrated hardware and software-as-a-service (SaaS) solutions for our customers in industries with large worksites where safety and compliance are of utmost importance. Our biggest strength as a business is our extraordinary people and superior product suite. With offices in Australia, New Zealand, Philippines and US, we are on a continuous path of growth, transformation, learning and expansion.

Job Description

We are now looking for an experienced Service Delivery Engineer to join our Service Operations team. The purpose of the Service Delivery Engineer role is to support customers with their queries, which are usually of a technical and complex nature, therefore technical product knowledge, excellent relationship building and a resilient customer success mindset is required.  

Reporting to the Service Delivery team Lead, the role will involve working within our Service Delivery department. Good communication skills are essential as is the ability to work autonomously and show initiative to handle multiple high priority tasks simultaneously.

Your roles and responsibilities are below but, not limited to;

• Incident Management. Liaising with internal and external parties for support on incidents, following process to ensure that incidents are actioned in a timely manner, clients remain updated and progress is tracked; escalating incidents to more senior staff as required. 
• Can prioritise and organise tasks in a fast-paced environment in which priorities often change and need to be reassessed.
• Display clear and concise communication skills both written and verbal.
• Level 1 and Level 2 troubleshooting, diagnosis and resolution of incidents that are reported to the service desk. In cases where incidents cannot be resolved in a timely manner, escalate incidents to the appropriate team for actioning.
• Resolving technical queries relating to the SaaS products delivered by Damstra.
• Performing configuration and troubleshooting of network devices in both Damstra and client network infrastructures.
• Configuration, testing, troubleshooting and diagnosis of hardware and software supplied to clients, both physically and remotely.
• Documenting technical procedures and guides.
• Ability to prioritise and organise in a fast-paced environment in which priorities often change.
• Participating in 24/7 on-call roster on a rotating basis.
• When necessary travel to client sites, interstate and internationally as required.

Qualifications

You have good understanding of digital solutions and strong awareness of industry trends and understand how technology can be leveraged to deliver the solutions our client’s needs. You have a strong level of resilience and good problem-solving techniques, when dealing with challenging client operational issues. You are a great collaborator and communicator with excellent stakeholder management skills. 

• IT Helpdesk experience (2 years)
• Microsoft Certifications or IT Certifications (desirable)
• ITIL experience (desirable)
• Experience with Change, Incident, Problem & Service Level Management
• System & Application Monitoring and Logging
• Demonstrated knowledge of Azure, Networking, IT Hardware, SQL, SSO, Business Intelligence (BI), APIs, Windows Operating Systems.

Additional Information

What we offer:

Damstra Technology is a truly diverse, inclusive and collaborative organization that lives and breathes its core values; Team Work, Always Safe, Trusted Partner, Focused Agility and Can-Do Attitude. As an organisation we are extremely proud of our people and their contributions.

We offer career opportunities and a number of benefits, including work from overseas, flexible and hybrid work policies, employee incentive programs (cash and shares), purchased leave, unlimited LinkedIn Learning access, training and more. 

This is a great opportunity to join a knowledgeable, friendly and supportive team.

Sounds like a good fit for you?

Follow the prompt to apply online. We look forward to hearing from you.

Damstra Technology is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.

Please note that only applications with the right to live and work in Australia will be considered for this position.

Damstra Technology is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, or any other status or characteristic protected by applicable law.