Technical Support Engineer

Brisbane - Australia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

About Megaport

Were not your typical tech company and we dont want to be. Megaport is the global leader in Network as a Service (NaaS) and has transformed the way businesses connect to the cloud data centers and each other. Were publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon Microsoft Google Oracle IBM and more. Headquartered in Brisbane with a crew of over 350 people spread across Asia-Pacific Europe and the Americas our employees enjoy an environment that is collaborative supportive and (actually) fun.

Our Team Culture

Were a team of problem solvers pixel pushers code slingers and cloud fanatics. Culture is more than a poster on the wall here collaboration beats hierarchy curiosity fuels our growth and everyones voice matters. We take our work seriously but not ourselves. We work across time zones to execute on our global vision trust each other to get things done and never compromise our values for commercial gain. Most importantly we place our customers at the center of everything we do.

The Role

This role is responsible for supporting the Megaport customer base in addressing technical issues account issues and general inquiries via phone and web-based support platforms.

True to the nature of customer service the role is dynamic and fast-paced offering many opportunities for career development. The successful candidate is comfortable working autonomously enjoys problem-solving and has a keen eye for detail. They will have strong written and verbal communication skills to foster positive customer interactions and relationships. They will enjoy working in a friendly supportive team that encourages collaboration.

As an internal customer advocate the successful candidate will work closely with global teams to resolve customer requests efficiently. Including but not limited to comfortably communicating troubleshooting and escalating complex technical problems.

The role is exposed to challenges and demands involved in a rapidly expanding global network.

What Youll Be Doing

Providing high-quality customer service.
Managing multiple customer communication channels.
Meet or exceed customer support KPIs and SLAs.
Adhering to operating procedures and policies.
Thoroughly document work using relevant systems/software.
Troubleshoot network portal and account issues using various tools.
Prioritise first contact resolution and manage customer communication until resolution.
Identify opportunities for customers to optimize their services.
Think outside the box to achieve the best outcome for our customers.
Manage requests from vendors suppliers and other business units.
Provide accurate and detailed information on unresolved incidents as the interface with key business units customers and management.

What We Are Looking For

Minimum of three years experience in network incident resolution mitigation deployment and maintenance
CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required.
Production experience with IS-IS BGP MPLS Traffic Engineering and MPLS Layer 2/3 VPNs
Hands-on experience with Juniper and Cisco hardware platforms (certification is nice to have but not a requirement).
Virtual machine experience
Internet Peering
A passion for innovation and technology.
Understanding of fundamental networking and software concepts.
Fluent in English with excellent written and verbal communication skills.
Comfortable working with internal and external stakeholders to deliver exceptional customer service.
Ability to work autonomously within a globally dispersed team environment.
Strong work ethic.
Strong problem-solving skills comfortable thinking outside the box to deliver solutions quickly.
Confident in communicating troubleshooting and escalating complex technical problems.
High attention to detail.
Solution-focused and a keen interest in process improvement.

What We Offer

Flexible working environment a remote-first culture with coworking options available
Generous leave plans including parental leave birthday leave and a purchased annual leave program
Health and wellness support through a wellness allowance and employee wellbeing initiatives
Comprehensive learning support generous study and training allowance plus paid study leave
Creative modern workspaces designed to inspire when youre not working remotely plus access to coworking spaces via our global WeWork membership if you work remotely but like to get out of the house sometimes
Motivated inclusive team work alongside industry experts and fresh talent
Recognition programs celebrate achievements with our Legend and Kudos award

#LI-DNI

If you have any questions please reach out to Megaports Talent Acquisition Team at emailprotected

NOTE: All Megaport business correspondence is conducted via our business email accounts (@). If you have any concerns please reach out to Megaports careers team emailprotected directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams and does not associate with any email accounts under @.

All applications will be treated in confidence.

Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants why and how we store and use it. Note that youre entitled to know what personal data of yours Megaport holds to request updates rectification and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaports data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

About MegaportWere not your typical tech company and we dont want to be. Megaport is the global leader in Network as a Service (NaaS) and has transformed the way businesses connect to the cloud data centers and each other. Were publicly listed on the Australian Stock Exchange and partnered with the...