Systems Operator

# Systems Operator — IT Consultancy (Full-Time, Remote)

## About Us

We are a boutique Australian IT consultancy based in Sydney, Australia. We've been operating since 2000, providing CRM management, managed cloud services, and business intelligence to enterprise and government clients. Our clients are long-term (some since 2005) and we pride ourselves on reliability and quality.

We're looking for a Systems Operator to join our small team. This is not a developer role. This is a technical operations role — you'll be the person who keeps client IT systems running, follows documented procedures, handles support requests, and makes sure nothing falls through the cracks.

## What You'll Do

**Client Support (40%)**
- Triage incoming client support tickets and resolve routine requests
- Escalate complex or unusual issues with clear notes on what you've checked
- Communicate with Australian clients via email — professional, clear English is essential
- Follow up on open tickets so nothing goes stale

**System Operations (30%)**
- Monitor Docker containers — check they're running, restart when needed, read logs for errors
- Manage CRM user accounts — create users, update permissions, reset passwords
- Publish and manage BI reports and dashboards (Metabase) following our security checklists
- Process data files — receive CSVs from clients, import into CRM, verify results
- Execute EDM (email marketing) campaigns following existing templates and procedures

**Administration (20%)**
- Maintain our password manager (Bitwarden) — add credentials, manage groups
- Keep our Google Drive organised — file documents in the correct client folders
- Upload and manage recordings from client meetings
- Update our delivery tracking board with task status

**Process & Documentation (10%)**
- Follow our runbooks and checklists for every task (we have documented procedures for everything)
- Flag when a procedure is missing or doesn't cover a situation you encounter
- Log all changes to client systems using our change control templates

## What We're Looking For

**Must have:**
- Excellent written English — you'll be emailing Australian clients directly
- Experience with CRM systems (any CRM — SuiteCRM, SugarCRM, HubSpot, Salesforce, Zoho, etc.)
- Comfortable with Linux command line basics (SSH, navigating directories, reading logs, restarting services)
- Experience with Docker at a basic level (docker ps, docker restart, docker logs — not building images)
- Able to work with databases at a basic level (running provided SQL queries, checking results — not writing complex queries from scratch)
- Reliable, self-directed, and communicative — if you're stuck, you tell us immediately, you don't sit on it
- Detail-oriented — our clients trust us with sensitive data, accuracy matters every time
- Available to work Australian business hours: 8:30 AM – 5:30 PM Sydney time (AEST/AEDT), Monday to Friday

**Nice to have:**
- Experience with Metabase or similar BI tools
- Familiarity with n8n, Zapier, or similar automation platforms
- Basic HTML/CSS (enough to adjust an email template, not build a website)
- Experience in an IT support or managed services environment
- Experience with Git (pulling repos, reading markdown files)

**We do NOT need:**
- A software developer — this is not a coding role
- A designer — we handle creative separately
- Someone who wants to "move into development" — this role is operations and it stays operations
- A project manager — we manage the projects, you execute within them

## How We Work

- We use documented procedures for everything. If there's a runbook, you follow it. If there isn't one, you flag it and we write one together.
- We use Bitwarden for passwords, Google Drive for files, GitHub for documentation, and a Kanban board for task tracking.
- Communication is primarily async (email, messaging) with a weekly video call. But because you're working Sydney hours, real-time collaboration happens naturally throughout the day.
- We value reliability over heroics. Doing the right thing consistently beats occasional brilliance.
- We treat our team well and expect the same in return. Long-term engagement, not a revolving door.

## Details

- **Hours**: Full-time (40 hours/week), 8:30 AM – 5:30 PM Sydney time (AEST/AEDT), Monday to Friday
- **Public holidays**: You follow the **Australian public holiday calendar**, not the Philippine one. When Australia has a public holiday, you have a day off. When the Philippines has a public holiday but Australia doesn't, it's a normal working day. This is non-negotiable — our clients expect coverage during Philippine holidays.
- **Compensation**: PHP 42,000 – 50,000/month (approximately AUD $1,000 – $1,200/month) depending on experience
- **Start**: Within 2-4 weeks of offer
- **Equipment**: You provide your own computer and reliable internet. We provide all accounts, tools, and access.
- **Trial period**: 2-week paid trial to make sure the fit works for both sides

## How to Apply

Send me a message with:

1. A short summary of your relevant experience (2-3 paragraphs, not a novel)
2. Describe a time you followed a documented process to resolve a client issue — what was the process, what happened, what did you do?
3. Describe a time you found a gap in a process or procedure — what was missing and what did you do about it?
4. Your expected monthly salary in PHP
5. Confirm you can work 8:30 AM – 5:30 PM Sydney time, Monday to Friday, following Australian public holidays (not Philippine ones)

Please do not send a generic cover letter. I will read every response that answers these five questions. I will not read responses that don't.