The Desktop Support Engineer is part of a highly technical engineering team responsible for providing technical support and maintenance for desktop computing environments within an organization..

This role will be a unique blend of hands-on delivery providing technical assistance to end-users by troubleshooting hardware, software, and network-related issues. Respond to help desk tickets, identify problems, and implement effective solutions to ensure minimal disruption to user productivity. This includes receiving, prioritising, documenting and actively resolving end user requests.

There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on help desk advice.

• Reporting to Vice President of Engineering & IT
• Commencing ASAP
• 100% In-Office requirement working Monday – Friday

What will a normal day look like? 

• Provide first line support for all IT related Issues and problem
• Provide technical desktop support to staff including computers, laptops, phones, printers, network patching, Wi-Fi etc.
• Field and prioritise requests from end users in a prompt and courteous manner and work to resolve them
• Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource
• Perform root cause analysis for Help Desk requests
• Providing configuration management and security compliance for the software and hardware.
• Apply diagnostic tools to aid in troubleshooting as and when required
• Perform post-resolution follow up to ensure user satisfaction and proper problem resolution
• Maintain the IT Asset Register & IT Service desk
• Learn appropriate software and hardware utilised by TSA such as MS Office applications
• Assisting Systems or Database Administrators with IT requests
• Assist team members with tasks as required and outlined in the Project scope
• Developing and updating standard operating procedures and documentation.
• Completing service requests or incidents tickets in support of the business.
• Maintain accurate inventory records for desktop hardware and software assets. Track hardware and software lifecycles, plan for replacements or upgrades, and assist with procurement processes.
• Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.

What’s in it for you? 

• Attractive base salary
• Ongoing support and development 
• Grow in a supportive team environment
• Health and wellness benefits

Why join us?

We are one global company made up exclusively of knowledgeable, passionate, and creative individuals with expansive experience coming together to reach shared goals.

Above all, we are committed to promoting diversity and inclusivity within the workplace. We want to ensure that no job applicant, temporary worker or employee receives less favourable treatment on the grounds of age, disability, gender and transgender status, race and ethnicity, religion and belief (including no belief), marriage or civil partnership status or sexual orientation.

Role Purpose:

The Platform Operations teams are responsible for the support, reliability, and stability of Epsilon Retail Media production systems, environments, and offerings. The team owns the reliability vision for the company, driving continuous improvement through a combination of development and operations initiatives as well as process excellence. The team has full solid-line responsibility for operations including the deployment, management, monitoring, reporting, troubleshooting, and repair of production systems. Core to the success of the role is to provide a premium customer support experience focused on a “centre of excellence” that allows for a full-service delivery support cycle.

The Platform Operations teams are responsible for supporting all retailers once they are live. Critically important is how this team collaborates and liaises with other teams such as Customer Support, Technical Account Management, Engineering and Customer Success teams.

This role is responsible for upholding the reliability vision and acts as the conduit and diplomat, balancing the needs of delivery teams and business stakeholders to ensure production stability while new products, features, updates, and fixes can be released quickly by delivery teams. The role is responsible for making sure that the products and services function flawlessly in an ongoing operational sense, handling the increasing customer demands. 

The Platform Operations Engineer works closely with the Engineering team to ensure ongoing system stability and supports the Technical Account Managers from an environment's perspective. This role is part of the team responsible for keeping services available 24/7/365 a year, as Epsilons success depends heavily on uptime, availability, and reliability of services while scaling and rapid feature delivery.

Responsibilities and Duties:

• Uphold operational practices and ensure we design, implement, and operate a support model that is fit for purpose for our future.
• Provide proactive solutions for incident and problem detection, response and
• Practice incident management processes and provide on-call capability.
• Participate in on-call rotations to ensure 24/7 system availability.
• Provide insight and expertise on how customers will perceive the changes or impacts to customers to drive customer organisation change management and communication.
• Work with the wider Engineering, Product, Delivery and Security teams to ensure that appropriate attention is given to production/system reliability for our customers.
• Ensure SLAs and KPIs are met to the best of your ability, with particular focus on first level response times, escalation paths and resolution times.
• Support Technical Account Managers, Client Success Managers and other key stakeholders assigned to customer accounts to provide superior customer service.

Shiftcare is the fastest growing start-up in it's industry and is redefining the way Aged Care and Disability Services are delivered in Australia, New Zealand and the USA.

Working within a growing team as the business continues to scale, you will be given the task of building performant, scalable, and sustainable backend application architecture and software.

Responsibilities

• Work with the technology team in the adoption and maintenance of modern (agile) software engineering practices
• Build technical integrations with third party vendors
• Support critical technology incidents as needed
• Work in technology architecture, scalability, security and performance initiatives
• Deliver high quality hands-on engineering work inline with the companies commercial objectives
• Mentor other platform engineers and team members
• Track and drive to completion all of the platform focus group's deliverables
• Work within defined project management guidelines and security best practice
• Contribute technology inputs to product team and roadmap discussions
• Be the champion of delivering scalable, robust, commercially viable technology outcomes for the company
• Become a cultural change agent within the technology group to focus on engineering best-in-breed, commercially viable technology outcomes for the business

• Minimum 3 year’s industry experience with Ruby on Rails development deploying scalable Rails API & applications
• 5+ years experience in any Web Development fields
• Identifying bottlenecks, optimizing and profiling web applications using NewRelic and related tools
• Develop and maintain specs using Rspec, Jest and e2e preferably Cypress
• Experience in creating APIs
• Good understanding of pair programming and in pair code reviews
• Working proficiently in relational databases
• Have worked in teams of 3 or more developers
• Experience and understanding of CI/CD tools such as CircleCI
• Experience deploying scalable cloud solutions on AWS
• Experience working within Agile environments (Scrum/Kanban)
• Basic experience working with frontend frameworks such as Vuejs.
• DevOps skills a bonus

Your attributes

• Confident and autonomous
• You write performant, scalable, efficient code
• You take pride in your work
• You have good (written/verbal) communication skills and contribute regularly to architectural and team discussions
• You aren’t afraid of making and learning from mistakes
• You share and communicate your knowledge with the team
• TDD and BDD by default
• Some knowledge/interest in other technologies we use - Vuejs, React native, serverless

At Engine by Starling, we are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology. 

Engine is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and a year ago we split out as a separate business. 

Starling Bank has seen exceptional growth and success, and a large part of that is down to the fact that we have built our own modern technology from the ground up. This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling's success.

Our technologists are at the very heart of Engine and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Engine is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, and discovering to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of Sydney so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

About the role

We’re looking for a Principal Backend Software Engineer to help build out our engineering team in Sydney, to work on the Engine Platform and make our existing features work for banks all over the world as well as building new features from scratch that Starling hasn’t released in the UK market.

This is an exciting opportunity to build a team from scratch and grow the Starling culture into a new region.

Engine by Starling engineers are excited about helping us deliver new features, regardless of what their primary tech stack may be. Hear from the team in our latest Blogs or our case studies with Women in Tech.

We value people being engaged and caring about customers, caring about the code they write and the contribution they can make to banking around the world. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Engine, to continue changing banking for good.

What you'll get to do:

• Support, grow, mentor and lead the team through being their manager
• Work with our clients to understand their needs and help solve their problems
• Define best practices for Technology and enable quality work
• Understand client needs and architect solutions to solve for many future clients
• Help us grow the team in Sydney
• Contribute to our award winning platform and internal tooling
• Build new features and products from scratch in a configurable way
• Share your knowledge with those around you, contributing to our learning culture
• Own your projects, working in small teams across the bank to collaboratively deliver
• Aim for greatness in everything you do, staying curious and inquisitive
• Be part of a scaling team and organisation as we change banking for good

We’re open-minded when it comes to hiring and we care more about aptitude and attitude than specific experience or qualifications. We are very open about how we deliver software. For the most part we code in Java and this is what we have built our entire banking platform on. We believe in clean coding, simple solutions, automated testing and continuous deployment. If you care enough to find elegant solutions to difficult technical problems, we’d love to hear from you.

About you:

• a capable tech lead
• able to understand complex systems and design solutions to difficult problems
• comfortable talking to external teams to collaborate on delivering for clients
• an experienced Java engineer with cloud experience

The main part of our Backend Tech Stack is listed below, we don't ask that you have experience in all of this, but if you do, that's great!

• Java, which makes up the majority of our backend codebase
• AWS & GCP - we're cloud-native
• Microservice based architecture
• Kubernetes (EKS)
• TeamCity for CI / CD (lots of team are releasing code 15-20 times per day!)
• Terraform and Grafana

Our interview process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

• Initial interview with a Principal Engineer - ~45 minutes
• Take home technical test to be discussed in the next interview
• Technical interview with some Engineers - ~1.5 hours
• Final interview, ideally face to face in Sydney, with our CTO / deputy CTO ~45 minutes

• 25 days holiday. You’ll also get your birthday on us
• The option to opt-out of public holidays
• The option to buy/sell up to 5 days of annual leave a year
• 16 hours paid volunteering time a year
• Enhanced Pat & Mat leave
• Perkbox
• Length of service increased annual leave
• Superannuation

About us

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway. We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Engine by Starling is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. 

When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Engine by Starling and Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

What you'll Do

Reporting directly to the Pre-Sales Engineering Director residing within the International Government Sales organisation, the Aero Pre-Sales Engineer is a field-based role working alongside and in collaboration with the Account Managers and Business Development Managers to identify customer problems and to then propose competitively advantageous solutions utilising components from Viasat and our Partner Eco-system. Experience and knowledge within our growing portfolio of products and services including aero satellite services, hosted leasing, aircraft installations, ground segment compatibility and new hardware introduction with a focus on Government Aviation ISR (manned and unmanned) use-cases.

The Aero Pre-Sales Engineer will work closely with the salesperson to ensure new customer demonstrations align to market trends and market drivers as well as meeting the system and safety requirements. The focus of the role is to influence and understand the client/partner technical requirements and use the current product and service portfolio to propose solutions that meet these requirements.

The emphasis of this role is to support sales and business development across the APAC region and will require local, regional and occasional global travel.

The day-to-day

• Meet and exceed assigned targets for profitable sales (revenue and bookings)
• Act as the technical face of Viasat to end-users and partners, using our technology differentiation and compelling vision of the future to help set the brand preference for Viasat
• Work with sales teams, partners and end users to define, shape and understand technical requirements, steering customers towards Viasat’s unique differentiators
• Develop new solutions to meet emerging market requirements, including identifying new industry Partners to work with
• Provide excellent technical support for customer demonstrations, trials and opportunities, assisting technical teams to test, troubleshoot and solve problems
• Deliver written technical content for proposals and costings for professional services to the sales and commercial teams for customer proposal inclusion
• Ability to develop and deliver presentations on integrated solutions, articulating benefits to customers
• Provide in-depth technical workshops to partners and end users, including live demonstrations and hands-on training sessions
• Will be recognised in the broader industry as a leader in their field, including representing Viasat at industry forums and giving presentations at industry events
• Actively support STEM activities for the business including the development of academic relationships

In addition, from time to time, you may be asked undertake other tasks and responsibilities not covered above in order to achieve project or corporate objectives.