Systems Engineer - Field Services

About the Role NEC is seeking a UC & Network Systems Engineer to join our Field Services team in Sydney. This is an exciting opportunity to work with a global technology leader and play a key role in delivering innovative ICT solutions to enterprise and government customers. In this role, you will provide both on-site and remote support across NEC and multi-vendor voice and data network environments. Working directly with customers, you will be responsible for the installation, maintenance, troubleshooting, and resolution of incidents relating to Unified Communications (UC) and network infrastructure. You will ensure the ongoing availability, performance, and reliability of customer environments while meeting agreed service levels and delivering exceptional customer outcomes. This role offers the opportunity to work with leading technologies, diverse customers, and a highly skilled team of industry professionals. Key responsibilities • Incident/Request management to support calls • Problem Management to support problems • Change Management (inclusive of hardware Moves, Adds, & Changes) to support changes • Management of spares for use during break-fix situations • Work collaboratively with customers, vendors, and internal teams • Maintain accurate documentation and service records • Use tools like Wireshark, RTMT, and Cisco diagnostics for real-time monitoring and fault resolution • Perform maintenance, upgrades, and system health checks Key Skills • Ability to prioritise tasks and self-manage time effectively • Strong troubleshooting and analytical skills to resolve technical issues • Proven expertise in ICT project delivery and support • Capacity to learn and adapt to innovative technologies • Strong customer service and focus on quality outcomes Desired Experience • Webex Calling and Webex Contact Center • Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Contact Center Express (UCCX) • Mitel MiVoice Business and MiCollab, Mitel Contact Centre and Mitel Border Gateway • Proficiency with Wireshark and Cisco RTMT for diagnostics and troubleshooting • Solid understanding of SIP, VoIP, QoS, and network integration with UC systems • MS Teams • Knowledge of networking Qualifications • Degree or certification in IT or a related field • Cisco Associate-Level Certifications (CCNA) or equivalent • Cisco Professional – Level Certification (CCNP Collaboration) • OH&S Construction Induction (White Card) preferred • ITIL Foundations Certificate is beneficial Additional Requirements: • Working with Children Card • Availability for on-call and after-hours support • National Police Clearance Come work with us: At NEC, we are committed to building an inclusive, diverse, and supportive workplace where our people can thrive. As a member of the NEC team, you will benefit from flexible work options to suit your lifestyle. Health and wellbeing programs to support your physical and mental health. Ongoing learning and development opportunities to help you grow in your career. Benefits • Flexible work options to suit your lifestyle • Health and wellbeing programs to support your physical and mental health • Ongoing learning and development opportunities to help you grow in your career