Systems Engineer - Hawthorn East

We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.
Systems Engineer ) About the team Technology is the backbone of our business. Every day, our teams solve complex problems, the solutions help thousands of our fellow team members succeed and makes millions of customers' lives easier.
About the role This role of a Systems Engineer sits within the Coles Technology Services and Commercial function. In this role you will be part of the team responsible for Problem Management, Executive and C-Level Support, including escalated End User technology support in a timely manner adhering to set SLA's.
You are part of the escalation chain for End User technical Incidents, following a ServiceNow incident management queue adhering to ITIL fundamentals. You will need proven experience being the final escalation point for Incidents and Problems.
You will be required to provide face to face, over the phone, remote and in-person support to our Executive and C-Level team, and the Coles user base. You have excellent communication skills and the ability to communicate, guide and influence stakeholders. You can articulate solutions to Executives, C Level ELT team and end users for technical issues. You will provide a sense of accountability, follow up and ownership of issues and solutions.
You have previous experience with pro-active incident management, problem identification and resolution. You will work closely with the Help Desk, as well as the Level 2 Support Team, specialised technical engineers and cross functional technical teams to provide support to Projects, EUC UAT and Change Tasks.
You have exceptional customer service and communication skills and have previous experience supporting and working with C-level executives.
About you and your skills • Excellent problem management skills, identify, analyse, and resolve the root causes of re-occurring Incidents. • Previous experience required providing IT Support to Executives and C Level. • Proven AV and Video Conferencing Support ideally in CISCO Webex environment also supporting Teams and Zoom. • Demonstrated experience in supporting enterprise-based end user computing infrastructure in a large scale, complex distributed business environment. • Experience working in an IT Support role, adhering to ITIL fundamentals and strict SLA's. • Experiencing using an IT Service Management Tool. • Demonstrated time management and prioritization skills. • Customer Service mindset- understands the role Technology Support plays in Employee Experience. • Maintain high levels of customer service. • Demonstrated experience in maintaining root cause analysis of enterprise-based end user computing in a large scale, complex and distributed business environment. • Growth mindset- someone who shows passion for technology and delivering innovation in their services. Someone who is always on the lookout for how things can be done more efficiently, differently and embraces new ways of working. • Experience building strong cross functional relationships with other technical teams. Interacting with junior and senior technical teams. • Demonstrated experience and understanding of technology trends and issues. • The role is responsible for the delivery, ongoing management and support of the following end user devices and technologies: o Windows 10 and 11 laptops and desktops and associated application support. o Thin Clients and CITRIX Apps and VPC's. o Mobile devices. o Video conferencing. o Apple MacBooks. o O365 and M365 platforms. o SCCM application deployment.
Commercial Skills and Qualifications • ITIL certification. • Ability to articulate solutions to Executives, C Level and end users for technical issues. • Expertise in Windows, Mac, iOS, Android OS platforms, including strong troubleshooting skills. • Experience within the ServiceNow/ITSM toolset. • Critical thinking, analysis and out of the box thinking to develop strategies to overcome challenges. • Robust incident and analytical solving skills for complex technical issues, with high attention to detail. • Customer focused, able to deal with ambiguity, self-motivated. • Cost conscious mindset. • Excellent communication skills – Strong ability to communicate, guide and influence stakeholders. • Sense of accountability and ownership of issues.
We are seeking a customer service professional with strong communication skills and previous experience supporting executives.
What's in it for you?
Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it. Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in. Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings. Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform 'mythanks'. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers. Opportunities for learning and development: No matter where you start within our diverse business, you'll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training. Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family. Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares. About the recruitment process
We're continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.
We're happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the 'Our Recruitment Process' section of our careers site or email
Job ID:
Employment Type: Full time
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