The Role
About Us
There’s something special about working for a company like Macquarie Telecom. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do! Because of this, you have the opportunity to make a difference.
As a Network Support Engineer you will be responsible for providing technical support across a range of technologies including data, voice and security that are operated by Macquarie Telecom, including technology platforms, customer services, and facility related assets.
Overall responsibilities include incident support (i.e. break/fix via a defined incident management process), root cause analysis (via a defined problem management process), planned maintenance and upgrades (via a defined change management process), simple moves, adds and changes where appropriate, and engineering program delivery in collaboration with the Senior Technical Service Engineers.
What you'll be doing
- Proactively manage and monitor all network monitoring systems and dashboards, responding to any alerts requiring attention in alignment with defined processes and procedures.
- Identify opportunities to invoke or implement proactive monitoring across services, products, and hardware to ensure all appropriate events are tracked and managed to ensure a reduction of impacting network events.
- Perform planned work activities on the MT Network which may involve customer/carrier/peer interaction
- Troubleshoot and diagnose faults and incidents to resolve faults and network issues utilising all available systems, platforms and defined process and procedures.
- Track and document incident progress including external and internal ticket escalations as well as schedule required partner/carrier dispatches.
- Support all ITSM Processes by actively engaging with the Major Incident Manager, Problem Manager or Change Manager to ensure all assigned tasks are completed accurately, within timeframes, and with a sense of urgency.
- Engage / escalate within carriers and 3rd party vendors to ensure all customer impacting and Macquarie Telecom events are managed appropriately through to resolution within SLA/SLG
- Proactively audit and review activities across customer services and assets to ensure latest firmware applied or configuration is optimised
- Support Macquarie Telecom’s customers by ensuring all systems and services are managed within security best practices and ISO 27000:1 Standard.
- Identify opportunities to improve NOC processes, including updates and improvements to the Knowledge Management System, subject to approval.
Your ideal skills & experience
- Bachelor of Engineering, Bachelor of Computer Science or STEM related field
- 3+ years’ experience in network support engineering and maintenance, preferably within a Telco environment
- Intermediate level knowledge of networks (includes expertise in but not limited to LAN, WAN, Wireless and Security)
- Experience in MPLS / BGP operations and implementation
- Experience within an MSP environment
- ITIL V4 Foundations
- Fortinet NSE 1, 2 and 3
- Cisco CCNA Certification
- Cisco CCNP-SP-Core Certification
- SD-WAN Foundations 2021
- SSCA SIP Certification
Why Us?
- We are one of the Top 10 AFR Best Places to Work 2024: Join a workplace that’s recognised as one of Australia’s best.
- Gallup Exceptional Workplace Award Winner: Be part of a team that’s celebrated globally for its outstanding culture.
- Industry Leader: We have the highest Net Promoter Score on the ASX and were crowned for the world’s best customer experience at the World Communications Awards.
- Make a Real Impact: Your ideas and actions will directly shape our products and influence the market.
- Invested in Your Growth: Accelerate your career with our comprehensive learning and development programs, including Gallup strengths-based training and clear career progression opportunities.
- Collaborative and Empowering Culture: Work with a driven team that values your decisions and encourages you to take bold actions.
If this sounds like you, apply now, we'd love to hear from you!
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The Company
What We Do
Macquarie Technology Group (ASX:MAQ) is Australia’s data centre, cloud, cyber security and telecom company for mid-large business and government customers.
It’s our obsession with customer service that makes us so different. Today we have the best NPS (Net Promoter Score) in Australia
