Graduate Infrastructure Support Engineer - AustraliaContent Guru is a leading global provider of enterprise cloud Customer Experience (CX) and contact centre solutions, and we are at the forefront of the Generative AI evolution.As part of our continued global expansion, we're looking for multiple Infrastructure Support Engineers to join our brand-new Sydney office and support the delivery and operation of our global cloud platform.This is a rare opportunity, combining the security of joining a well-established global team with the chance to play a key role as one of our first team members in a new country.What we are looking for...We're seeking motivated and technically curious technical graduates to support a combination of infrastructure operations, customer support, and platform monitoring activities.You'll take ownership of incidents, service requests, and platform alerts through to resolution, with a strong focus on learning, quality, and first-time fix.
Working closely with experienced colleagues across global teams, you will develop your technical skills while contributing to the stability, security, and performance of our platforms.This role would suit recent graduates or those with some initial experience in a technical support, infrastructure, or operations environment, who are looking to build a strong foundation within a structured and professional setting.Location...This role is based in our Sydney office.
There may be occasional travel to data centres or other global offices as required.Due to the nature of the role, there is an expectation to participate in out-of-hours support, including overnight and weekend shifts on a rotational basis.Key responsibilities of the role...Monitoring, Operations & Maintenance:Monitor platform alerts across NOC and SOC environments, ensuring timely and effective responseMaintain monitoring configurations,



observability practices, and scanning toolsIdentify recurring issues and contribute to long-term fixes to improve platform stabilityMonitor external security notifications and respond as appropriateIncident Management & Troubleshooting:Take ownership of incidents, faults, and service requests through to resolutionDiagnose and resolve technical issues using structured troubleshooting approachesEscalate complex issues appropriately and support incident investigationsEnsure all activities are completed in line with SLAs and internal processesCustomer Support & Service Delivery:Respond to customer enquiries via telephone, email, and web portals in a prompt and professional mannerMaintain clear and consistent communication with customers throughout issue resolutionBuild effective working relationships with customers and internal teamsEnsure customer expectations are managed appropriately at all stagesChange, Deployment & Platform Support:Support the deployment of new services and upgrades to existing systemsAssist in writing, reviewing, and executing changes in line with established processesSupport lifecycle management of hardware and software across production platformsWork closely with engineering and project teams to support platform deliverySecurity, Compliance & Continuous Improvement:Support compliance activities, including audits and certification requirementsContribute to security best practices,



including vulnerability management and patch remediationIdentify opportunities for improvement and contribute to operational efficiencyActively develop knowledge and share learning with colleaguesAbout you...Bachelor's degree in Computer Science or a related subject, or equivalent experienceAn interest in infrastructure, cloud technologies, or technical support environmentsSome experience in a technical, customer support, or IT role is beneficial but not essentialFamiliarity with troubleshooting technical issues or working with IT systemsUnderstanding of networking, infrastructure, or security concepts is advantageousAwareness of ticketing systems or structured support processes is desirableStrong problem-solving and analytical skillsHigh attention to detail and a methodical approach to workClear written and verbal communication skillsWillingness to learn and develop within a structured, team-based environmentProfessional and cooperative approach to teamworkAbout the Company...Content Guru is the largest privately owned provider of Customer Experience (CX) and Contact Centre as a Service (CCaaS) in Europe.
With contemporary offices in the UK, Germany, Japan, the Netherlands, Portugal, the US, Greece, and now Australia, our award-winning cloud technology powers mission-critical services for some of the world's biggest organisations.Our goal is to enhance the way the world communicates, enabling seamless interactions across voice, video, chat, email, and more.
We exist to make engagement easy – over any channel, anytime, anywhere.We are an equal opportunities employer and consider all qualified applicants regardless of race, gender, religion, orientation, disability, or any other protected characteristic.
We are committed to creating an inclusive workplace where individuals can thrive and grow.
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📌 Graduate Infrastructure Support Engineer (New South Wales)
🏢 Content Guru
📍 New South Wales