Diraq is looking for a practical and helpful Systems and Network Engineer to support the day-to-day technology needs of the US office. The role covers user support, computers, networks, servers, Microsoft 365, security tools, and IT equipment.
This role suits someone with couple of years' experience who can handle Level 1-2 support, solve common technical issues, and work with the wider IT team in Australia. The person will be the main local IT contact mainly for Chicago, Palo Alto, and LA offices
Responsibilities
User Support and IT Services - Provide Level 1-2 support for laptops, desktops, mobile devices, printers, meeting rooms, and other IT equipment.
- Help users with Windows, Microsoft 365, Teams, Outlook, SharePoint, OneDrive, software, passwords, access, and connectivity issues.
- Set up equipment and accounts for new starters, and complete IT tasks for leavers.
- Record, update, and resolve support tickets. Escalate more complex issues to the appropriate team or vendor.
- Keep the IT asset register and equipment records up to date.
- Provide clear, friendly, and professional support to users.
Networks - Help maintain LAN, WAN, wireless, Internet, and VPN services.
- Support switches, routers, wireless access points, firewalls, and SD-WAN technologies.
- Troubleshoot common TCP/IP, DNS, DHCP, VLAN, NAT, routing, switching, and VPN issues.
- Check network health, availability, capacity, and performance, and report or escalate problems.
- Keep network diagrams, IP address records, and technical documentation up to date.
Systems and Cloud Services - Support Windows and Linux systems, including basic maintenance, patching, updates, and health checks.
- Assist with Windows Server, Microsoft 365, identity management, Microsoft Azure, and/or AWS.
- Support virtual environments such as VMware, Hyper-V, Proxmox, or KVM.
- Help with backups, recovery checks, storage monitoring, and business continuity tasks.
Security and Compliance - Support firewalls, VPNs, endpoint protection, security updates, and vulnerability remediation.
- Follow Diraq security policies and cybersecurity best practices.
- Help investigate security alerts and incidents, and escalate them to the appropriate team.
- Make sure systems and user access are handled in line with company policies and standards.
Documentation and Improvement - Create and update knowledge articles, support guides, network diagrams, and operating procedures.
- Work with vendors and service providers to resolve technical issues.
- Support monitoring, alerting, and logging platforms.
- Take part in infrastructure improvements, technology upgrades, automation, and process improvements.
Requirements
- Minimum 2-3 years of experience in IT Support, Network Support, Systems Administration, or a similar role.
- Experience providing Level 1-2 support in a business environment.
- Good troubleshooting skills across computers, software, user access, networks, and common IT systems.
- Working knowledge of TCP/IP, DNS, DHCP, VLANs, routing and switching, VPNs, NAT, and firewall fundamentals.
- Experience supporting Windows desktops and basic Windows Server tasks.
- Some experience with Linux operating systems and virtualization technologies.
- Experience supporting Microsoft 365 services.
- Good written and verbal communication skills, with the ability to explain technical issues in plain English.
- Good documentation, organisation, and customer service skills.
Preferred Skills and Experience - Experience with Fortinet technologies, including FortiGate, FortiSwitch, FortiAP, or FortiAnalyzer.
- Experience with Microsoft Azure and/or AWS.
- Familiarity with Microsoft Intune or another endpoint management platform.
- Basic understanding of cybersecurity operations and security best practices.
- Experience with monitoring, alerting, ticketing, or IT Service Management (ITSM) platforms.
- Basic scripting or automation experience using PowerShell, Python, or Bash.
Preferred Certifications - CCNA
- Fortinet FCA or FCP
- Relevant Microsoft, CompTIA, or cloud certification
Benefits
CompensationTarget base salary for this role is $130,000 - $170,000 per year + benefits. Our salary ranges are determined by role, level, experience, and location
We are an equal opportunity employer. We value a range of perspectives and experiences and make employment decisions based on merit and business needs. We do not discriminate on the basis of legally protected characteristics.