Support Engineer

Company Description:Networx is a 26-year-old boutique tech consultancy headquartered out of Sydney. Initially a security provider, we moved into managed services around 10 years ago and have recently expanded into application development and data. We are in a period of rapid growth and offer the chance to fast track your career, gain exposure to different technologies and services, and perform varied work in an ambitious and energetic culture.
Role Description:The Support Engineer will provide technical and customer support for network security solutions, including firewalls, VPNs, and related security technologies. Day-to-day responsibilities include diagnosing and troubleshooting issues, managing support tickets, and resolving incidents in a timely and professional manner. The role involves working closely with customers to understand their environments, guiding them through configuration and best practices, and escalating complex problems to senior engineers when required. The Support Engineer will also assist with system monitoring, documentation of procedures and solutions, and contribute to continuous improvement of support processes.
Benefits & Conditions:• Competitive salary package.• Flexible working arrangements.• Career growth and professional development opportunities, including networking, security and Microsoft training or certifications.• Collaborative and dynamic work environment with exposure to diverse client technologies and environments.• The successful candidate must have full-time working rights in Australia.• The role will require participation in scheduled maintenance windows, agreed outage activities or escalation support in line with business and client requirements.

QualificationsStrong troubleshooting and technical support skills, with the ability to diagnose and resolve issues in networked and security-focused environments.Experience in customer support and customer service, with a focus on clear communication, empathy, and timely resolution of inquiries.Working knowledge of operating systems (such as Windows, macOS, and Linux) and their interaction with network and security tools.Familiarity with internet security concepts and technologies (e.g., firewalls, VPNs, intrusion detection, anti-virus) is highly beneficial.Ability to document solutions and procedures clearly and maintain accurate records of support activities.Strong analytical and problem-solving skills, with attention to detail and a methodical approach to incident resolution.Effective collaboration skills and the ability to work in a hybrid environment, both independently and as part of a team.Relevant technical certifications or training (e.g., network or security certifications) and prior experience in an IT support or helpdesk role are an advantage.