Senior Solutions Support Engineer

Unilink is seeking a practical, customer-focused Senior Solutions Support Engineer to support justice-sector customers across Australia and New Zealand.

You’ll combine enterprise application support and hands-on systems administration with strong customer service and business analysis skills. From investigating application faults to troubleshooting kiosks and connectivity, you’ll understand the technical problem and its impact on the people using our systems.

You’ll provide remote and onsite support within correctional centres, take ownership of complex investigations and help colleagues build their capability. You’ll also explore practical ways to use AI in troubleshooting, analysis and everyday service delivery.

The role

• Lead complex investigations across enterprise applications, Windows Server, IIS, SQL, integrations and kiosks.
• Understand customer workflows, analyse requirements and recommend practical solutions.
• Support kiosks, peripherals and network connectivity, working closely with customer ICT teams and suppliers.
• Coordinate incidents, upgrades and deployments, including configuration, controlled data changes and validation.
• Explain technical issues clearly to non-technical users and manage expectations through to resolution.
• Mentor Support Engineers, and improve documentation, monitoring and support processes.
• Identify and implement practical uses of AI and automation.

About you

We’re looking for someone with established technical support experience who can learn Unilink’s products, understand our customers’ operations and contribute independently.

• Substantial experience in enterprise application support and hands-on Windows systems administration, independently resolving complex incidents.
• Strong Microsoft SQL Server and T-SQL investigation skills, including data reconciliation, stored procedures and scheduled jobs.
• A methodical approach to distinguishing application, data, configuration and infrastructure issues.
• Experience troubleshooting services, permissions, networks and integrations.
• The ability to translate business needs into clear technical requirements and assess the impact of proposed changes.
• Strong customer service, confident communication and experience guiding colleagues.
• A current Australian driver’s licence & access to a vehicle
• The ability to obtain and maintain required security clearances,
• Willingness to travel inter & intra-state, possibly internationally
• Participation in the on-call roster are required.
• Occasional collaboration with UK colleagues outside standard hours is also expected.
• Curiosity about AI and the judgement to evaluate and apply it responsibly.

Useful experience

• Strong Microsoft SQL Server and T-SQL skills, including querying and reconciling data, investigating stored procedures and scheduled jobs, and safely applying approved data changes.
• IIS, Active Directory, service accounts, Remote Desktop Services or Azure Virtual Desktop.
• Biometric devices, kiosks, specialist peripherals and device licensing.
• APIs, file imports and exports, email/SMS services and HTTPS certificates.
• Monitoring, PowerShell and automation for routine administration.
• ITIL, change management and information security practices.
• Financial, retail, booking, scheduling or correctional applications.

Why Join Unilink

At Unilink, technology meets purpose. We create AI enabled solutions that make justice systems work better - supporting security, efficiency, and rehabilitation.

· Flexible hybrid working arrangements

· Competitive salary + annual bonus scheme

· 5 weeks annual leave + public holidays

· Grow your career through access to LinkedIn Learning, self-directed development, and external training opportunities

· Learn how AI is transforming the Justice sector

· Supportive, collaborative team culture