We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Why you will love this opportunity as Network Engineer at Civica
As a Network Engineer at Civica, you’ll thrive in a dynamic and innovative environment where your expertise will be highly valued. You’ll have the opportunity to work on cutting-edge projects that make a real impact on communities and public services. With a strong focus on professional growth, Civica offers continuous learning and development programs to help you advance your career. You’ll be part of a collaborative team that encourages creativity and problem-solving, ensuring that your contributions are recognized and rewarded. If you’re passionate about technology and looking for a role that combines challenge with meaningful work, Civica is the perfect place for you.
Requirements
Role Purpose: The role will require an Engineer with knowledge of wide area IT infrastructure technologies to support 1st and 2nd line support. The role will also require the person to proactively monitoring the Civica internal and customer infrastructure to ensure a stable and reliable platform, also assist with the upkeep on the Cisco network estate (patch management, proactive maintenance etc). Generally this role is managing and contributing to improving the health of our network estate.
Job Description
Service customers: Working in a 24 hour / 7-day rota, engage with customers by digital channels to address incidents and service requests, and process them in line with current service levels and current Civica policies and procedures.
Be accurate: • Maintain accurate records of work completed, Proactive infrastructure monitoring with SCOM, Opsview, Zabbix and other alerting mechanisms which includes wide variety of systems including LAN/WAN, network quipment, servers, storage, core applications, changes made, customer interactions in line with data protection laws and Civica policies, and on the systems designated by Civica.
Compliance: • Adhere to current Tech Centre Service Management policies, processes and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management).
Professional development: • Maintain and develop your customer skills, technical skills and knowledge of current Civica process and procedures so that you can perform your role in line with the requirements of the business, as advised by or agreed by your line manager.
Continuous Improvement • Provide Continuous feedback and tuning of monitoring systems • Feedback to improve existing knowledge management, suggest requirements or content for new knowledge management and if directed by line management, create new knowledge management articles • Suggestions to improve policies, processes, procedures and operations • Support to continuous improvement through active participation • Notify multiple resolver teams of service affecting incidents in a 24 x 7 environment
Work Management: • Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilization, engage/approach your line manager/management when you are under and over utilized.
Be part of the team: • Work in a manner that embraces Civica culture and values, and participate where possible in Service Centre team activities
Meet operational targets:
Meet productivity and quality performance standards for customer experience, compliance and operational excellence set from time to time by line management, for example utilization, attendance and workload. Meet contribution standards for knowledge management and continuous improvement set from time to time by your line manager. Fulfil personal objectives Meet SMART objectives set by your line manager through the Civica performance management process.
Essential Competencies
Minimum 3+ years of relevant experience with required skills
Committing to the customer Understand who the customer is and what their needs are; develop on-going relationships through quality of service provided and management of customer expectations. The behaviors/attitudes relevant to this are: • Able to put the customer at ease and deal sensitively with issues/complaints. Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolved
Delivering the Support Service Record and manage customer incidents, problems and service requests through to resolution. The behaviors/attitudes relevant to this are: • Act as a point of reference for queries from other team members • Use expertise to reach effective resolution and prevention of future incidents.
Communicating Effectively Demonstrate active listening and get message across in written, verbal and face-to-face communications (and understand when to choose the appropriate medium). The behaviors/attitudes relevant to this are: • Understand the need to adapt your style to suit the customer; communicate in a clear and confident manner
Team Working Work cooperatively with others in achieving customer satisfaction and team goals. Share information and knowledge and understand how work of other teams relates to own. The behaviors/attitudes relevant to this are: • Demonstrate proactive approach in building relationships with others
Managing Customer Service Levels Manage the performance of support service; manage customer expectations and enable effective resolution/completion of service incidents, problems and requests for change. The behaviors/attitudes relevant to this are: • Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breached
Contributing to Continuous Improvement Understand the need for change and respond positively; take ownership for suggesting improvements and seeing them through. The behaviors/attitudes relevant to this are: • Able to quickly modify priorities and actions to meet customer requirements • Put current processes to the test and think of a better way; document the process and utilize
Mandatory Skills
Highly Desirable
Preferred Skills
Benefits
Why you'll love working with us
We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
We're all different - and we love this about us.
We provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it.
