Position Description

Systems Engineer –
Managed Services
Position Description
Position Title Systems Engineer - Managed Services
Location of Position Sydney NSW, Brisbane QLD or Melbourne VIC
Reports to: Team Lead - Managed Services
Direct reports: None

About Quorum
Quorum is an award-winning team of industry-leading professionals who deliver world class
professional and managed services that provide businesses secure Microsoft Cloud Solutions that
enable them to thrive through technology.

Recognised as one of the top Microsoft accredited and certified partners in Australia, we are a
Microsoft Solution Partner in Azure Infrastructure, Modern Work and Security, holding seven
specialisations. Operating since 2004, we have had the privilege to bring Microsoft Cloud Solutions
to clients in Australia and New Zealand and use our experience to effectively apply, enhance, and
integrate cloud technologies within your evolving business, while strategically leveraging internal
resources to execute on time and on budget.

Our culture first mantra ensures our team embody our organisational values from day one. This
enables us to build a high performing and inclusive environment where our team and clients thrive,
partnering in our commitment to thoughtful, transparent, and outcome-oriented work. Our
investment in our team has resulted in being certified a Great Place to Work five years in a row, and
a staff retention rate of 90%. This means we continually provide superior customer intimacy and
operational excellence needed to maintain lifelong partnerships with our clients.

About the role

The Systems Engineer, Managed Services position plays a critical role the delivery and ongoing
support of IT solutions to our Managed Services clients. In addition to working with customers, this
role will have key partnerships with our customers, internal staff, and external vendors. The role
requires comprehensive & detailed technical knowledge of Microsoft Technologies, Storage
Solutions, Virtualisation Platforms, Cloud Technologies, Unified Communications solutions and basic
Networking.

Systems Engineers are responsible for supporting our Managed Services clients’ environments and
users, this includes providing both phone and onsite support, along with ongoing maintenance to
meet the client’s expectations whilst adhering to predefined SLA’s.

Reporting to the Team Lead - Managed Services, this role extends beyond technical skills. Systems
Engineers require a self-motivated, driven approach to their role with a focus on strong time
management & prioritisation skills. We pride ourselves on having a focus on customer service skills
and the Systems Engineer role plays a key part in that.

The Managed Services Practice is a collaborative, dynamic team environment which ensures our
team members are challenged and supported, which in turn enables their technical and professional
development.

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Quorum Values
We build our teams with culture fit as our #1 priority. We believe that skills can be taught, but
culture is instinctual. A key component of our culture is living by our core values:

Karma
At Quorum, we do what is right, always.

Teamwork
We are a team and are passionate about what we do.

Consistent
The right approach delivers the right outcome.

Authenticity
We make our commitments carefully and do what we say we
will.

Culture
Be happy and never stop learning.

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Team Structure
The Systems Engineer - Managed Services role will report to the Team Leader – Lachlan McDonald.
The role has no direct reports, but will benefit from comprehensive mentoring and training from
senior team members.

Lachlan McDonald
Team Leader - Managed
Services

Systems
Systems Sr Systems
Engineers
Analysts Engineers

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The Role

Duties & Responsibilities

• Management of 1st and 2nd level support tickets covering incidents, requests,
alerts & enquiries from our Managed Service clients ranging from hardware,
software, network and cloud-based platforms
• Efficiently assess, prioritise and triage incoming tickets from users and
automated alerting platforms based on urgency, impact and complexity
• Facilitate the escalation process by identifying complex issues, working with the
relevant teams and departments and ensuring a timely resolution
• Managing support calls & call queues are managed and calls are triaged or
actioned based on the severity of the issue presented
• Management of service boards & tickets to ensure compliance with Service
Level Agreements (SLAs) for incident response and resolution
• Maintain clear and concise documentation in accordance with Quorum policies
and procedures
• Lead with a continuous improvement mindset, analysing customer issues and
recording important insights to aid in root cause analysis for recurring problems
• Communicate clearly, effectively and professionally with internal and external
stakeholders to gather information about issues, ensuring regular status
updates, resolutions steps and timelines are provided throughout the incident
management process
• Participating in after-hours support roster ensuring the on-call process is
followed and major incidents are escalated promptly and efficiently
• Ensure client’s satisfaction throughout the support experience by exceeding an
average of 96% CSAT (Customer Satisfaction)
• Keep abreast of ICT developments, architecture changes, new technologies and
common hardware and software issues
• Basic understanding of the ITIL framework

Personal Attributes

• Excellent communication skills - both written and verbal

• Exceptional Customer Service skills
• Solution-oriented
• Ability to use initiative, working as part of a team or unsupervised
• Excellent troubleshooting and problem-solving skills
• Excellent time-management, planning, and interpersonal skills
• Ability to multitask and work on solving multiple issues simultaneously
• Display an innate drive to learn and upskill, proactively keeping abreast of
industry trends and attaining relevant professional certifications

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 Administrative Tasks

• Ensure accurate timesheet, billing, expenses, and configuration records are

maintained in the ConnectWise ticketing system
• Ensure at least 7.6 hours are entered into your timesheet each day
• Ensure customer documentation is updated at all times
• Contribute to the Quorum knowledge base, including the creation of solution
documentation
• Participate as part of the Managed Services Team, acting with professionalism
and proactively contributing to meetings and initiatives

Technical Requirements

• 2+ years’ experience implementing & supporting ICT systems, hardware and software
• Strong experience with End User Device support including hardware, software,
peripherals & lifecycle management
• Experience managing and supporting a number of the following technologies:
- Windows Operating Systems (Server & Workstation)
- Active Directory
- Azure Active Directory
- Office 365 (Exchange Online, SharePoint Online)
- SCCM
- Intune
- Microsoft Azure (IaaS)
- Azure Backup
- Microsoft Enterprise Mobility & Security
- Hyper-V/VMware Hypervisor platforms
- Remote Desktop Services & Citrix XenApp

• Expertise with various ICT Network infrastructure technologies & methodologies such as
- Internet, WAN, LAN, Remote Access & Wireless

Relationship Management, Mentoring & Direct Reports

• Maintain strong relationships with all relevant internal and external parties:
Customers, Teammates, Vendors
• The position has no direct reports, but will act as a mentor and source of
knowledge for Systems Engineers & Systems Analysts within the Managed
Services team

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 Compliance & Additional Requirements

• Comply with all Quorum policies and procedures

• Consistently advocate for and display Quorum values
• Keep abreast of industry trends and avenues for professional development to
maintain up to date expertise
• Hold a valid Australian Driver’s license and access to own transport
• Hold a valid Australian National Police Check for customer compliance

Travel

• While there are no regular travel requirements for this position, interstate or
overseas travel may be required from time to time. This may include travel for
company events, client events or projects, or external events as required for
the role
• All required travel will be pre-approved and arranged with notice in advance

Qualifications

• While there are no required certifications for this position, relevant Microsoft
certifications will be included in the Systems Engineer’s professional
development plan, with a focus on attaining: MS-900, AZ-900, SC-900,
MD-102, MS-102

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Acknowledgement
I have reviewed this job description and I understand the duties and responsibilities. I am able to
perform the essential functions detailed above. I understand that my position may change on a
temporary or regular basis according to the needs of my location or department without it being
specifically included in this job description.

Name

Signature

Date

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 Luke Hovatta
Practice Manager – People & Culture

+61 2 8966 1400

[email protected]

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