Job Description

ROLE PURPOSE

The Technical Support Engineer is responsible for delivering advanced frontline technical assistance for Information Technology (IT) systems used in industrial environments such as power stations and mines.
This role involves remote troubleshooting, system monitoring, and deployment support for critical IT infrastructure including servers, networks, and applications.


Operating within a high-trust, customer-facing environment, the engineer ensures rapid incident response, accurate resolution, and exceptional service delivery to maintain uptime and operational continuity across all supported sites.

ROLE REQUIREMENT

Remote Support and Troubleshooting

Diagnose and resolve complex issues related IT infrastructure (servers, networks, and applications). Utilise remote access tools to assist on-site personnel in resolving faults. Identify root causes and escalate to relevant Subject Matter Experts (SMEs) as required. Support software, firmware, and configuration updates across IT devices and systems. Conduct advanced triage and validation for incidents escalated beyond first-line support.

System Monitoring and Maintenance

Proactively monitor IT environments using dashboards to identify anomalies, trends, or service degradation. Respond to monitoring alerts, initiate corrective actions, and restore system functionality. Maintain and document system health reports, alert events, and performance analytics.

Deployment and Installation Support

Support the deployment, configuration, and validation of IT systems, and software updates. Coordinate with field technicians to ensure smooth site installations and system upgrades. Document process steps, test results, and validation outcomes.

Service Desk and SLA Management

Triage, validate, and respond to incoming support tickets via service management platforms (e.g. ServiceNow, Remedy). Prioritise tasks in line with Service Level Agreements (SLAs) and business impact. Accurately record incident details, troubleshooting steps, and resolutions in the knowledge base. Ensure proper escalation and collaboration with 2nd line, DevOps, or product teams for unresolved or complex issues.

Collaboration and Continuous Improvement

Work closely with IT, Engineering, and Operations teams to ensure seamless integration between OT and IT systems. Participate in shift-based and standby support to ensure 24/7 service availability. Contribute to daily stand-ups, shift handovers, and continuous improvement initiatives. Share technical knowledge and mentor peers to uplift the overall technical capability of the team.

QUALIFICATIONS & EXPERIENCE

Education and Certifications

National Diploma, Certificate, or Degree in Information Technology, Computer Science, Engineering, or related field.

Industry certifications advantageous:

CompTIA (A+, Network+, Linux+) Microsoft Certified (Azure Fundamentals, M365) ITIL Foundation Cisco CCNA

Experience

Minimum 3+ years in a technical support (L1) role or 6+ years in an L2 role within OT/IT environments. Proven experience handling incidents, service requests, and monitoring-based support in high-availability environments. Exposure to ITSM frameworks or ITIL-aligned processes. Experience working within the power generation, mining, or industrial automation sectors is advantageous.

Technical Knowledge

Strong foundational understanding of Operational Technology, and IT Infrastructure with , Industrial Control Systems. Knowledge of monitoring tools and service desk platforms (e.g. ServiceNow, Remedy). Proficiency in networking fundamentals, TCP/IP protocols, VPN technologies (e.g., FortiClient VPN). Working knowledge of Windows and Linux environments. Exposure to IoT devices, electrical engineering concepts, and industrial automation would be beneficial.

Desirable Knowledge

Scripting languages: PowerShell, VBA Messaging/Streaming: RabbitMQ, Kafka Databases: MongoDB, TimescaleDB Virtualization: Kubernetes, Rancher, Hyper-V Cloud Platforms: Microsoft Azure, AWS Version Control: GitHub/GitLab * Development Tools: Visual Studio Code