Level 12 Service Desk Engineer
Job Location:
Monthly Salary:
Experience Required:
Posted on:
Vacancies:
Job Summary
Level 1/2 Service Desk Engineer
Brisbane CBD Full-Time Immediate Start
Want to work with technology that most engineers wont touch for years At NetVault youll be hands-on with Starlink low earth orbit satellite deployments 10Gbps cloud connections hosted VoIP systems and carrier-grade data centre infrastructure from your first week.
NetVault is a Brisbane-based telecommunications and IT infrastructure company thats doing things differently. Were carrier-agnostic MSP-focused and growing fast which means real variety real responsibility and real career progression for the right person.
Were looking for a technically curious Level 1/2 Service Desk Engineer to join our close-knit Brisbane CBD team. Whether youre building your foundation in IT or ready to stretch into Level 2 territory well meet you where you are and invest in taking you further.
At a Glance
Location | Brisbane CBD QLD |
Employment Type | Full-Time Permanent |
Experience Required | Level 1: Service desk exposure welcomed Level 2: 2 years mandatory |
Salary | Competitive commensurate with experience all overtime paid / TOIL |
Start Date | Immediate (or by arrangement) |
Reporting To | Operations Manager and Technical Director |
Licence | Current Australian drivers licence required |
About NetVault
NetVault connects Australian businesses to the internet cloud and each other through a network spanning ten Tier 3/4 data centres across Brisbane Sydney Melbourne and Perth. We aggregate dozens of wholesale carriers (Telstra Wholesale Optus Wholesale NBNCo AAPT and more) so our clients and our channel partners always get the best service for their clients.
Our product pillars:
* Internet & Connectivity Business NBN NBN Enterprise Ethernet Business Ethernet Direct Fibre Access 4G/5G SD-WAN Private MPLS and Project Sonic (10Gbps cloud connections)
* Voice & Telephony Hosted PBX Hosted 3CX SIP Trunks Microsoft Teams Direct Routing Inbound 1300/1800
* Cloud & Co-location Managed cloud hosting server infrastructure co-location across our national DC footprint
* Emerging Technology We were the first company in Australia to deploy standalone Starlink terminals commercially and we continue to lead in satellite connectivity for businesses and emergency services
Our primary route to market is through business government and enterprise clients MSPs and channel partners we support their business so they can support theirs.
Requirements
The Role
Youll be a central part of our Service Desk and Network Operations Centre (NOC) handling support across internet voice and cloud services for our clients MSP partners and their end customers. The role is deliberately broad expect variety every day.
What Youll Be Doing
Customer & Partner Support
* Handling Level 1 and Level 2 inbound support via phone and email for clients MSP channel partners and end customers
* Triaging issues owning the resolution process and keeping customers informed at every step
* Escalating and coordinating with Level 3 engineers when required and learning from every escalation
* Assisting with NOC functions including communicating scheduled and unscheduled outages
Internet & Carrier Ordering
* Ordering and coordinating NBN and business internet services with wholesale carriers (Telstra Optus AAPT NBNCo)
* Tracking order progress and keeping partners and end-users updated throughout provisioning
Voice & Telephony Configuration
* Assisting channel partners with VoIP SIP and telephony requirements
* Configuring Hosted PBX and 3CX systems to end-user specifications
Technical & Field Work
* Preparing configuring and deploying routers firewalls and CPE at customer premises
* Travelling to customer sites for on-site installations and fault resolution (drivers licence required)
* Supporting logistics between data centres offices and customer sites
* Contributing to internal documentation helpdesk procedures and knowledge base improvement
Our Values
These arent just words on a wall they guide every decision we make at NetVault including hiring
Accountability We own our decisions and follow through because we share responsibility for each others success. | Respect Every person is treated with dignity. Diverse perspectives make us stronger. | Optimism We see possibility in every challenge and celebrate each others wins. | Integrity We do whats right even when no ones watching. Our reputation is built on trust. |
What Were Looking For
We hire for attitude as much as aptitude. Heres what matters:
Essential
* Excellent verbal and written English this is a customer-facing role and your communication is your brand
* A genuine passion for technology and problem-solving
* Helpdesk process knowledge and an understanding of escalation paths
* Foundational networking knowledge: TCP/IP VLANs routing & switching basics firewalls
* Some exposure to NBN technologies and how internet services are provisioned in Australia
* Level 1 applicants: any hands-on IT support experience (work study or personal projects counts)
* Level 2 applicants: 2 years of technical support experience in an IT ISP or telco environment
Current Australian drivers licence
Highly Regarded
* Degree or diploma in IT Network Engineering or a related discipline
* Previous experience at an ISP MSP or telecommunications provider
* VoIP / SIP telephony hands-on experience (3CX Hosted PBX or similar)
* Cisco switching and routing (IOS CCNA or equivalent knowledge)
* Ethernet over Copper Fibre or Fixed Wireless internet technologies
* Virtualisation skills VMware Hyper-V KVM or other HCI platforms
* Data centre or colocation environment experience
* Microsoft Server basics: Active Directory DNS DHCP Exchange
Benefits
What NetVault Offers You
We believe that the right candidate deserves more than just a pay cheque. Heres what working at NetVault looks like:
Competitive Pay Salary commensurate with experience. All overtime paid out or taken as TOIL. | Paid Career Development Personalised Professional Development Program (PDP) get paid to study and earn certifications. | Cutting-Edge Tech Work with Starlink 10Gbps fibre SD-WAN and carrier-grade infrastructure from day one. |
Genuine Team Culture Small collaborative team. Youll know everyone by name and your contributions will be noticed. | Great Location Brisbane CBD office easy to get to great coffee nearby. | Real Responsibility No waiting years to do real work. Youll be hands-on with live infrastructure quickly. |
Required Skills:
Required Skills Bachelor of Information Technology / Network Engineering or similar degree is highly regarded. Data centre experience is mandatory Technical support or service desk experience is mandatory. Voice over IP (VoIP) and SIP telephony experience is mandatory Previous experience working for an IT company ISP or network provider is advantageous. Knowledge of helpdesk process and escalation procedures. Excellent English skills in both verbal and written communication. Impeccable phone manner as the role is customer and partner-facing. Accuracy and attention to detail. Skills or experience working with NBN internet technologies. Experience with Ethernet over Copper and Fibre Internet technologies would be beneficial. Network routing and switching TCP/IP BGP VLANs QoS Firewalls Wireless Fixed Wireless. General Microsoft Server skills like basic Active Directory Exchange etc. Cisco switching and routing skills are advantageous. Hyper Converged Infrastructure skills and certification would be beneficial (eg VMware HyperV Nutanix) Strong work ethic and the ability to manage work effectively. Willingness to travel (must have current drivers licence)
