About the role

This is a hands-on, client-facing MSP role supporting multiple customer environments in network operations and support. No two days look the same. One day you may be troubleshooting a routing or connectivity issue, the next working through a firewall change, wireless problem or customer request.

You'll be working in a dynamic environment where priorities can change quickly, so you'll need to be comfortable moving between customers and technologies, managing competing priorities and taking ownership of your work. The role is Melbourne-based and includes travel to customer sites as required.

Key responsibilities

- Own network incidents through to resolution across LAN, WAN, wireless and firewall environments.

- Troubleshoot customer issues methodically and escalate appropriately when senior engineering involvement is required.

- Work across technologies including Cisco, Meraki, Fortinet and other enterprise networking platforms.

- Perform network changes, MACDs and upgrades within established change-management processes.

- Maintain clear ticket updates, technical documentation and customer communication.

- Contribute to SOPs, knowledge articles and root cause analysis.

- Work directly with customers as part of day-to-day incident and service delivery.

- Collaborate with senior engineers on more complex incidents and implementations.

- Assist with operational and statistical reporting to management as required, including ticket trends, incidents, recurring issues and service activity.

- Participate in the Support & Managed Services on-call roster, supporting critical customer environments.

About you

- 2 – 4 years' hands-on experience in network operations, support or engineering.

- Previous experience working in a client-facing Managed Service Provider (MSP) environment is required.





- Previous experience supporting healthcare or other critical-service environments will be highly regarded.

- Comfortable supporting multiple customers and working in a dynamic environment with changing priorities.

- Strong networking fundamentals, including switching and routing, TCP/IP and VLANs, DHCP and DNS, site-to-site and remote-access VPNs, enterprise wireless and firewalls.

- Practical experience with Cisco, Meraki, Fortinet or equivalent enterprise networking technologies.

- Exposure to ITIL fundamentals, particularly Incident, Change and Problem Management.

- Good customer communication skills and the ability to explain technical issues clearly.

- Good ticket management, documentation and follow-through.

- Able to work independently on day-to-day incidents while recognising when escalation is required.

Certifications

- Cisco CCNA

- Fortinet NSE 4 or higher (NSE 4 )

- ITIL Foundation

Additional requirements

- Able and willing to participate in the on-call roster as a requirement of the position.

- Hold a current Australian driver's licence.

- Have access to a reliable vehicle for travel to customer sites when required.

Please provide a cover letter with your application providing your answers to the following:

- How many years have you worked in a client-facing Managed Service Provider (MSP) environment supporting multiple customers?

- Which of the following have you personally configured,



supported or troubleshot in a production environment?:

Cisco switching and routing

Meraki switching, wireless or SD-WAN

Fortinet/FortiGate

Other enterprise firewalls

Enterprise wireless

Site-to-site VPNs

Remote-access VPNs

VLANs and trunking

DHCP and DNS

- A customer reports that users at one site suddenly cannot access applications hosted at another site, but internet access is working normally. Briefly describe the first things you would check and how you would approach the problem.

- You are already working on a customer incident when two additional tickets arrive: one customer reports intermittent wireless issues, while another reports that an entire site is offline. How would you prioritise the work, and what would you do before moving between incidents?

- Describe your experience working within Incident, Change and Problem Management processes.

- Have you supported healthcare or other critical-service environments where network availability directly impacts customer operations?

- Did you use any AI tools, such as ChatGPT, Claude, Gemini or similar, to assist with any part of your application or your responses to the questions above? If yes, briefly describe how you used them.

Why join us?

- Work across a broad range of enterprise customer environments and technologies.

- Structured opportunities to develop your Cisco, Fortinet and broader networking skills.

- Work alongside experienced senior network engineers on complex environments and implementations.

- Explicit opportunity to progress into more senior network engineering roles.

- Exposure to enterprise networking problems across multiple customers rather than a single internal setting.

- Collaborative technical team where knowledge and experience are shared.

📌 Network Engineer – Support & Managed Services (Port Melbourne)
🏢 ArchiTech Network and Communications Solutions
📍 Port Melbourne