Support Engineer

Job Description

BAE Systems Digital Intelligence is home to 4,500 digital, cyber and intelligence experts. We work collaboratively across 10 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.
 

The Digital Intelligence division of BAE Systems delivers solutions which protect and enhance the connected world. Everything we do creates a safer future. We help nations, governments and businesses around the world defend themselves against cybercrime, reduce their risk in the connected world, comply with regulation, and transform their operations. We do this using our unique set of solutions, systems, experience and processes.

Service/Support Engineers are involved in all aspects required to support business applications, devices, and/or infrastructure services. This includes performing ITIL processes such as Incident, Problem and Change Management as well as conducting IT Operations in line with agreed Service Levels.

NV1/NV2 security clearance is required, with a willingness to upgrade to PV.

Support Engineers are responsible for ensuring the reliability, performance and availability of services to consumers of the service thereby enabling the value of the service to be realized, including:

• Managing the receipt, triage and prioritisation of customer issues and request – resolving or allocating to next level technical teams for resolution as required.
• Performs basic engineering activities relating to in scope devices and services – such as upgrades, assistance with configuration requests, site maintenance visits, etc. – referring complex technical matters to SMEs and product teams as required.
• Ensures best practice ITIL principles are followed in the receipt and management of Incident, Request, Problem and Change Management
• Interact with diverse and geographically distributed technical staff and people leaders
• Contribute to the execution, management and governance of key service management processes including; demand, availability, capacity, service catalogue, service level, service continuity, asset and configuration, change and problem, incident, event and service request, and disaster recovery.

Desired Skills and Experience

Experience in use and management of Service Management tools such as Sostenuto highly desirable

• Previous Cross Domain or Lawful Intercept exposure highly desirable
• University Degree or equivalent is desirable
• ITIL Service Management Qualification or equivalent is desirable – ITIL Foundations essential
• Operating in a Dev/Ops environment
• Experience in use and management of the following areas is also desirable
  • Unix Servers and operating systems
  • Oracle services
  • CISCO, Juniper services and devices
  • VOIP services and devices
  • End User Compute (laptops)
  • Cross Domain or Lawful Intercept related applications and hardware

Learn more about us & our benefits:

https://www.baesystems.com/en/digital/careers/our-locations/asia-pacific/australia

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of thought, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome people from all backgrounds and want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation.