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.

About the team

Our Technology team is the backbone of the business, building and maintaining the information technology infrastructure that support Coles Group. As a part of the Technology team, you get the opportunity to work through complex, challenging, meaningful problems using large data sets and new technologies to expand your skills and experience.

About the role 

This Systems Engineer role sits within the Coles Technology Services function, End User Computing. It is a highly specialised and technical role, which requires you to have proven in-depth knowledge and experience across large scale corporate IT environments, and their associated technologies. This role is the final escalation point for all EUC Incidents and Problems. You will be required to find solutions to Incidents and the root cause of Problems which have been escalated via multiple channels and senior technical teams that have not been able to be resolved. 

As the final escalation point responsible for all End User technology support. This role requires demonstrated experience in managing, resolving, and if required, co-ordinating senior technical teams to resolve final-level EUC escalated incidents. You will be part of an EUC 3rd Level specialised Technical Support Team following our Incident Management process. Resolving escalated Incidents from a ServiceNow queue, while identifying the root cause and resolving complex technical Problems.  

You will collaborate closely with the Service Desk, Level 2 Support Analysts, specialist engineers, technical vendors, technology subject matter experts, and cross-functional technical teams to deliver Incident/Problem resolutions. This role is also responsible for the support IT projects, EUC user acceptance testing, and change activities. A strong understanding of technical terminology and the ability to communicate effectively across varying technical audiences is essential for success in this role.  

You will be required to provide face to face, over the phone, remote and in-person support to our Head Office and Distribution Centre user base including the Executive and C-Level team. You will be required to attend and provide input into technical and emergency Incident Bridges involving our Service Delivery and specialist senior technology teams.  

You must possess excellent communication and interpersonal skills, and have the confidence and proven ability to communicate, guide and influence stakeholders. You will need to articulate solutions to our End Users, and other senior technical teams. You will provide a sense of accountability, follow up and ownership of issues and solutions. 

Based out of our Hawthorn East Coles Store Support centre, we offer flexible working, but there is a minimum requirement for you to be in the office 3 days a week.  

About you and your skills 

• Proven technical experience and root cause analysis, being the final escalation point for all EUC Incidents and Problems which have already been intricately triaged and have not been able to be resolved by multiple support teams, channels, and other senior technical teams.   

• Demonstrated experience in supporting and maintaining root cause analysis in a large-scale enterprise-based end user computing infrastructure associated with a complex distributed business environment. 

•  A strong understanding of technical terminology and the ability to communicate effectively across varying senior technical, specialist, and subject matter expert audiences. 

• Excellent problem management skills, identify, analyse, and resolve the root causes of re-occurring Incidents. 

• Proven AV and Video Conferencing Support ideally in CISCO Webex environment also supporting Teams and Zoom. 

• Experience working in an IT Support role. 

• Demonstrated time management and prioritization skills, while working through all escalations Incidents/Problems/Changes, using an IT Service Management Tool (ServiceNow), and adhering to ITIL fundamentals and strict SLAs. 

• Customer Service mindset- understands the role Technology Support plays in Employee Experience. 

• Maintain high levels of customer service. 

• 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.  

• Proven experience interacting with junior and senior technical teams across multiple technology streams.  

• Demonstrated experience and understanding of technology trends and issues. 

• Previous experience providing IT Support to Executives and C Level.  

• The role is responsible for the delivery, ongoing management and support of the following end user devices and technologies: 

• Windows 10 and 11 laptops and desktops 

• Application Support (triage, troubleshooting, and deployment support via SCCM)  

• Virtual Environment Support (Thin Clients and CITRIX, XenApp and VDI XenDesktop) 

• Mobile devices and Mobile Management 

• Video conferencing 

• Apple MacBook support and management in a corporate environment 

• O365 and M365 Admin platforms, supporting the O365 suite and technologies. 

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 inclusionrecruitment@coles.com.au

Job ID: 149898

Employment Type: Full time