Business Unit:

Cubic Transportation Systems

Company Details:

Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We’re the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic! We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.

Job Details:

Job Summary:

The System Support IT Services Engineer will bring technical expertise to the role and will be involved in many high-profile and critical support tasks and will therefore be exposed to all areas of Cubic’s Transportation technologies. This is a dynamic, varied and customer facing role that will allow the successful candidate to be involved in a variety of different duties and responsibilities across the technical support platform.

You will be expected to provide a high level of technical knowledge whilst providing support for incidents and requests and collaborating with the wider IT support team to troubleshoot and ensure a complete resolution. You will be highly technical, organized and be able to multitask to deliver on strict deadlines and be adaptable and flexible in your approach. This will require someone who can adapt to and work in a fast paced, ever changing, and pressurized environment where change can be at short notice.

Essential Job Duties and Responsibilities:

• Resolve technical queries escalating from field maintenance, projects, internal resolver groups and customers.
• Proactively manage the ‘Incident Management’ queue systems ensuring that all tickets are picked up within a timely manner and resolved within KPI.
• As part of troubleshooting, you will be required to escalate identified bugs and issues to engineering using JIRA.
• Manage the monthly security and application patching to 'Front End Devices' through Patch Management tooling and processes for Windows and Unix environments whilst looking at continuous improvements to the process (Preferably using Ivanti EPM).
• Support the Linux patching process through the creation/update of ad-hoc scripting (Linux/Bash/T-SQL) on Linux Ubuntu platforms.
• Support Windows patching process through the creation/update of ad-hoc scripting (Shell, PowerShell) on Windows Server/Desktop platforms.
• Assist with vulnerability scanning of devices utilizing standard security scanning tools.
• Manage customer expectations and resolve queries by working closely with Information Security through effective communication and reporting.
• Troubleshoot networking related issues using standard networking protocols and command-lets.
• Collaborate and manage projects through the delivery life cycle, ensuring new and altered services are transitioned successfully.
• Support Client and Server Management platforms supported by the wider IT Teams (Ivanti, VMWare, Hyper-V, Repository Server).
• Help Identify and implement any training requirements resulting from technical changes that affect the Service Organization by communicating with the System Support Manager.
• Effectively communicate with other resolver teams to deliver on tasks and assignments and meet strict performance KPIs.
• Extract, organize, analyse, and deliver high quality reports and presentations using large scale, big data when requested by the System Support Manager.
• As part of service improvement, look to redefine processes, automate tasks & reporting, and provide new methods of working as well as keeping abreast of development in the IT industry and consider proactively how these may be incorporated into current IT Systems and processes.
• Continually document IT Systems and assist with the documentation process within the department.
• Work closely with other IT Teams within Cubic from a Service Delivery perspective and be focused on delivering customer excellence.
• Learn Cubic’s bespoke hardware/Software platforms to engage in troubleshooting to resolution.
• Engage and collaborate with stakeholders at all levels, both internal and external of the organisation.
• Participate in the On-call rota for out of hours support and other out of hours work schedules.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by the System Support Manager, as may be reasonably required.
• Comply with Cubic’s Quality Management System.
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures.
• Comply with Cubic’s Information Security policies and procedures.