Help Desk & IT Support (Information & Communication Technology)
This Level 3 Support Engineer role at Wolfe Systems offers an exciting and unparalleled career opportunity, especially as the company embarks on an ambitious growth trajectory.
This position is pivotal in shaping the future of Wolfe Systems' technology strategy, connecting support teams with cutting-edge innovations in automation, AI, and operational efficiency.
As a key technical leader, you will manage critical support functions, mentor teams, and drive major infrastructure projects across multiple regions.
This role provides a clear pathway to senior leadership, fostering a culture of continuous learning, innovation, and excellence.
With Wolfe Systems poised for significant growth, this is an incredible chance to play a vital role in shaping the future of the organisation, while also developing your own career within a dynamic, customer-first environment that values collaboration and innovation.
PRIMARY RESPONSIBILITIESAddress and resolve advanced support tickets, following defined processes for documentation and tracking.Provide both remote and on-site advanced support, demonstrating expertise in troubleshooting and problem-solving.Oversee the maintenance, optimisation, and development of the support functions platform and tooling, aiming to drive greater efficiency, effectiveness, and enhanced customer experience.Supervise the administration of systems in the company environment, including supporting various specific enterprise technologies like clustering, load balancing, CDN, replication, web services, databases, CM tools, and other networking and management services to ensure maximum performance and reliability.Manage, report on, and drive the achievement of individual, team, and departmental KPIs, goals, and objectives.Collaborate with the Integrations department to drive execution of infrastructure-related projects with a strong focus on achieving alignment, optimisation, operational, and financial synergies.Engage in the evaluation and development of internal processes, aiming to enhance efficiency, service delivery, and technical documentation.Lead or participate in project teams, managing tasks with a high level of technical and leadership skill.Provide IT strategy program planning support, including performing technology research and evaluations, and providing recommendations of technical alternatives.Actively design and implement policies and procedures for company processes, ensuring the integrity of company assets.Team Leadership and Mentorship
Manage and optimise the System Support team, providing consistent development and training.Offer mentorship and coaching to team members, promoting a culture of continuous learning and skill enhancement.Maintain a strong focus on innovation by continually studying current and new industry trends, technologies, and opportunities.Develop a culture of collaboration at individual, team, departmental, and organisational levels ensuring clarity in communication of strategies, projects, initiatives, processes, and procedures.Oversee the creation of post-mortem reports for major incidents in a timely manner and with appropriate details and actions.Participate in after-hours on-call rosters, ensuring reliable support coverage for critical customer needs.Maintain and monitor staffing levels and schedule to ensure timely response to network and server anomalies and outages.Install adequate succession planning, including providing training plans for successors across all teams under the responsibility of this role.Customer Service
Maintain a positive, customer-first attitude, focused on delivering gold standard service across all interactions.Uphold Wolfe Systems' policies, processes, and cultural values, embodying the company's commitment to excellence and integrity.Drive the System Administration department towards achieving and exceeding the organisation's goals and objectives, particularly within reliability, efficiency, security, innovation, financial performance, and stakeholder engagement.Provide guidance and advice on respective technologies within the organisation, ensuring clarity and understanding among management.DEMONSTRATED SKILLSETExpertise in clustering, load balancing, replication, network security, server hardware, and network management (including routing and switching).Proficient with AWS/Azure cloud platforms, including automation through PowerShell and cloud formation.
Strong focus on operational efficiency via automation tools.Advanced technical knowledge in Microsoft 365, SharePoint, OneDrive, Windows Server, desktop operating systems, and Layer 4 appliances, supported by certifications (Microsoft/Cisco/Cert IV).Experience in implementing disaster recovery platforms, backup solutions, and lifecycle management, ensuring secure and up-to-date systems.Comprehensive experience in network security (Firewalls, VPN, Antivirus, etc.)
and ensuring 24/7 system availability across server environments.Lead, mentor, and manage technical teams, ensuring projects meet deadlines, productivity is high, and KPIs are achieved.Innovate, research, design, and implement innovative technologies with a strategic approach, focused on efficient infrastructure and technological stacks across multiple regions.Superior focus on documenting processes, tracking assets, and developing policies for infrastructure management and service delivery.Expertise in planning, scoping, and executing large-scale projects across regions, utilising project management methodologies (e.g., PRINCE2, Agile SCRUM).Ability to translate complex technical concepts for non-technical stakeholders, fostering cross-department collaboration and clear communication.Passionate about customer service, ensuring customer-centric solutions for both internal and external systems.Strong relationship management with vendors, ensuring minimal downtime for systems, tracking hardware/software lifecycles, and supporting infrastructure.Take charge in disaster recovery efforts, ensuring timely incident response, post-mortem reports, and infrastructure recovery.The position will often entail ad-hoc travel to customer sites within the Perth Metro area, and more infrequently throughout regional WA, sometimes overnight or a weekend.
Please consider your ability and/or willingness to undertake this requirement before applying.
Desirable / Highly Regarded At least two (2) consecutive years of full-time experience in a support roleOffice 365, SharePoint, Teams and Document Management.Microsoft certifications will be highly regarded.Juniper or Cisco certifications will be highly regarded.Experience with Halo will be highly regardedExperience with Remote Management toolsTo apply for this role, please provide the following:
Resume or CVProvide a cover letter highlighting your strengths and experience that can be applied to the essential requirements of the position.Shortlisted applicants will be contacted via phone.
Should more clarity be required around any of the outlined points, we will welcome an in-depth discussion at the initial interview stage.
Your application will include the following questions:
Do you have customer service experience?
Which of the following statements best describes your right to work in Australia?
How many years' experience do you have as a support engineer?
How many years' experience do you have as a Level Two Support Engineer?
Do you have a current Australian driver's licence?
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