Support Engineer (L2/3)

Please Only Apply If You have:4-5 years experineceFull rights to work in Australia (ie PR or Citizen)
Company Description:Networx is a 26-year-old boutique tech consultancy headquartered in Sydney. Initially a security provider, we expanded into managed services over 10 years ago and have recently grown into application development and data services. We are experiencing strong growth and offer the opportunity to accelerate your career, work with a broad range of technologies, and contribute to challenging projects within an ambitious and energetic culture.
Role Description: We are seeking an experienced Level 2 / Level 3 Support Engineer to provide technical support, network administration, and customer-facing engineering services across a diverse range of client environments. The role has a strong networking focus and involves supporting firewalls, switches, routers, VPNs, SD-WAN solutions, wireless infrastructure, and related security technologies.Day-to-day responsibilities include diagnosing and troubleshooting complex technical issues, managing support tickets, resolving incidents, implementing approved changes, and assisting with network and infrastructure improvements. The successful candidate will work closely with customers to understand their environments, provide technical guidance and best-practice recommendations, and collaborate with senior engineers on project delivery and escalated support issues. The role also involves proactive monitoring, maintaining accurate technical documentation, participating in after-hours maintenance activities, and contributing to the continuous improvement of support processes and service delivery.
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 enterprise networking, cyber security, cloud and managed services technologies.• The successful candidate must be an Australian Citizen or Permanent Resident.• The role will require participation in scheduled maintenance windows, agreed outage activities and escalation support in line with business and client requirements.
QualificationsMinimum 4-5 years' experience in an IT Support, Network Support, Infrastructure Support or Managed Services role.Strong troubleshooting and technical support skills, with the ability to diagnose and resolve complex issues across network, security and infrastructure environments.Demonstrated experience supporting and administering firewalls, routers, switches, wireless networks, VPNs and related networking technologies.Strong understanding of TCP/IP, routing, switching, VLANs, DHCP, DNS, WAN connectivity and network troubleshooting methodologies.Experience providing customer support in a client-facing environment, with excellent communication, stakeholder management and problem-resolution skills.Working knowledge of Microsoft technologies including Microsoft 365, Windows Server, Azure, Active Directory, Intune and Windows endpoints.Familiarity with security technologies and concepts including firewalls, VPNs, intrusion prevention, endpoint security and access control solutions.Ability to document technical solutions, network diagrams, standards and procedures while maintaining accurate records of support activities.Strong analytical and problem-solving skills, with attention to detail and a methodical approach to incident investigation and resolution.Effective collaboration skills and the ability to work independently and as part of a high-performing technical team.Industry certifications such as CCNA, Fortinet NSE, Palo Alto, Microsoft, Aruba, Extreme Networks or equivalent will be highly regarded.Previous experience working within a Managed Services Provider (MSP) environment is highly desirable.