Key Responsibilities

Network and Security Engineering Support

• Configure, install, maintain, and support customer network and security infrastructure.
• Support routers, switches, firewalls, wireless systems, call managers, servers, desktops, MS Exchange, Citrix, and related infrastructure.
• Perform network maintenance, system upgrades, patching, hotfixes, and security configuration updates.
• Diagnose and resolve Level 2 incidents related to known problems, existing issues, and escalated technical cases.
• Conduct detailed diagnostics with end users to enable first-contact or timely incident resolution.
• Determine, test, and provide temporary fixes when required.
• Proactively monitor customer environments using network monitoring and management tools.
• Record alerts generated through monitoring platforms into the ITSM system.
• Manage scheduled customer tasks such as backups, security patches, performance checks, and capacity-related activities.
• Support proactive problem management, including system performance reviews and recurring issue analysis.
• Coordinate and update customer assets and CMDB records accurately and on time.

Incident, Service Request and SLA Management

• Log all reactive and proactive incidents into the IT Service Management system.
• Correctly categorize, prioritize, and manage incidents and service requests based on customer contracts, impact, priority, and SLA requirements.
• Take ownership of incidents and manage them logically and methodically from first contact through resolution.
• Keep customers proactively informed of incident progress and resolution status.
• Update existing incidents with new information, actions taken, and current status.
• Assign incidents to appropriate internal or external resolver groups when required.
• Raise incidents with suppliers, vendors, carriers, and other external resolver groups.
• Validate resolutions with customers before closing cases.
• Monitor and manage service level agreements throughout the case lifecycle.
• Ensure incidents and service requests are progressed and cleared within SLA.
• Escalate incidents or service risks when service levels or customer expectations may be affected.

Customer Service and Stakeholder Management

• Handle incoming incidents professionally and courteously over the phone and via email.
• Work closely with customers to understand business and technical requirements.
• Maintain strong customer relationships through timely updates, accurate resolution, and professional service.
• Contribute positively to customer meetings and service reviews when required.
• Assist in maintaining high customer satisfaction levels through responsive and reliable support.
• Work with a range of internal stakeholders, vendors, suppliers, carriers, and customer contacts.
• Ensure all customer-facing communication is clear, professional, and solution-focused.

Knowledge Management and Continuous Improvement

• Keep the service desk knowledge base updated with accurate technical information.
• Develop self-help materials, FAQs, and help documentation for common service desk issues.
• Provide coaching, guidance, and support to Level 1 Engineers.
• Gather trend information on recurring incidents and prepare reports to support root-cause analysis.
• Identify repeat issues and escalate them to service management teams.
• Assist in improving service management procedures and processes in line with the ITIL framework.
• Review and improve personal work practices, technical procedures, and support processes.
• Participate in continuous improvement initiatives across managed services capabilities.
• Support innovation, service quality, compliance, and operational efficiency across customer environments.

Administration and Reporting

• Complete accurate weekly timesheet submissions.
• Submit expenses, leave requests, and required administrative documentation on time.
• Ensure timely closure of CRM and support cases.
• Manage TOIL balances and annual leave balances in line with company requirements.
• Coordinate service management reports as directed by management.
• Maintain accurate records of incidents, service requests, customer assets, knowledge articles, and support activities.
• Perform any other duties assigned by management in line with the role.

Candidate Profile

• TAFE, diploma, tertiary education, or related technical qualification will be highly regarded.
• Relevant industry certifications in Network and Security, Routing and Switching, Firewalls, F5, Proxy, Network Security, Application Security, or Cloud Technologies are essential.
• Minimum 5 years of customer-facing experience working closely with customers to understand business and technical requirements.
• Minimum 5 years of hands-on experience managing, supporting, and troubleshooting core network, wireless, and network/application security technologies.
• Proven experience with Cisco or Juniper routing and switching technologies.
• Proven experience with Cisco security products, including ASA and ISE.
• Experience with Palo Alto Firewall products is required.
• Experience with load balancing technologies such as F5 or NetScaler.
• Experience working with wireless and authentication technologies.
• Experience with SD-WAN technologies such as Fortinet, Juniper, or VeloCloud.
• Familiarity with network monitoring and analysis tools such as SolarWinds, NetFlow, Nagios, Wireshark, or similar tools.
• Good understanding of cloud technologies such as AWS, Azure, or GCP.
• Strong knowledge of ITSM practices, incident management, service request management, and SLA management.
• Understanding of ITIL-based service management procedures and continuous improvement practices.
• Ability to troubleshoot technical issues across networks, security systems, infrastructure, and customer environments.
• Strong problem-solving skills with excellent attention to detail.
• Excellent oral and written communication skills.
• Ability to mentor less experienced team members.
• Self-starter with strong time-management and priority-management skills.
• Ability to work effectively with customers, internal teams, vendors, and external resolver groups.
• Agile and adaptable in a dynamic managed services environment.
• Strong team player with willingness to share knowledge and support colleagues.
• High level of integrity, professionalism, transparency, and trust.
• Willingness to work rostered shifts, onsite assignments, and potential out-of-hours on-call arrangements.

Key Performance Expectations

• Maintain high customer satisfaction through professional support and timely resolution.
• Deliver support activities efficiently and effectively.
• Demonstrate strong technical excellence in network and security support.
• Contribute to innovation and continuous improvement.
• Respond quickly and adapt to changing customer and business requirements.
• Ensure all work delivered to customers meets high-quality standards.
• Maintain compliance with work practices, WHS requirements, statutory regulations, and internal procedures.
• Take ownership of personal learning and professional development.