Senior Infrastructure Support Engineer

Date: 21-Jun-2022

Location: Sydney, Australia

Company: Canon


  • Genuine investment in your training and development
  • Be a part of a growth story and invest in your long-term future
  • Collaborative team culture

About us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We are trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success. 

About the Role

The primary role of the Infrastructure Senior Support Engineer is to deliver exceptional customer service while managing and maintaining our customer environments and providing support and mentoring to Infrastructure Support Engineers and Technicians within the Infrastructure Support team. The role is based in Melbourne & reports to Team Leader – Infrastructure Support.

Main Duties

  • Managing customer infrastructures – monitoring, reporting, and maintaining Infrastructure as required
  • Provide 2nd & 3rd level technical infrastructure support
  • Mentor and coach other Level 1, Level 2 and IT Operations Team members in developing appropriate skills
  • Adhere to Incident, Security, Problem and Change Management processes as per company/customer standards (ITIL Framework)
  • Perform onsite maintenance and troubleshooting when required
  • Create and maintain technical documentation for HIT customer environments
  • Providing escalated service desk support from service desk teams (escalated end user support)
  • Be an escalation point for Projects and other Harbour IT teams in relation to Infrastructure specific matters when required.
  • Attend customer meetings & provide reports to customers where required
  • To provide after hours on-call assistance and/or escalation on a rotating basis


About You

To be successful in this role, alongside having technical expertise in infrastructure support, you would have experience coaching team. Key Skills & Experience include –

  • Provide 3rd level Support services for Infrastructure technologies.
  • Provide technical advice as required for the improvement of infrastructure configurations.
  • Strong understanding and demonstrated experience in the use of following technologies;
    • Microsoft O365, Microsoft Azure
    • Microsoft Server 2012 or above
    • Microsoft Active Directory (DNS, DHCP, Site & Services, Group Policy)
    • Microsoft Exchange 2013 or above
    • VMware vSphere 6.0 or above
  • Key Qualifications, Certifications & Training:
    • Minimum 5-10 years’ experience in an Infrastructure Support role, preferably including experience in a Managed Services Environment
    • Valid MCSE or MCSA in Windows Server 2012 or above.
    • Microsoft Azure AZ104
    • Appropriate Tertiary qualifications and/or IT Industry Certifications in Infrastructure specific technologies. Including Azure, Windows Server, O365

In return we offer a supportive team environment where collaboration and support from your leaders and peers is the norm. We’ll invest in your development and long-term future and we can promise you a variety and enough challenge to keep things interesting across the wide variety of customer we support.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now. Successful applicants will be notified of next steps