“We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Are you ready to be an important part of this ever-transformational journey?

Location

Melbourne, VIC, Australia

Employment Type Contract

6 months Fixed Term Contract

Support Model

Melbourne-based support aligned to a 24x7 integrated operations model

Experience 5+ years in enterprise network operations and support

Role Overview

We are seeking an experienced ICC - Network Support Engineer to provide senior-level operational support for a large-scale, business-critical network environment across retail stores, offices, distribution and fulfilment centres, manufacturing locations and data centres. The role acts as a technical escalation point within the Integrated Command Centre, delivering advanced incident diagnosis, service restoration, proactive monitoring, vendor coordination and operational improvement while working closely with offshore support teams, Network Engineering, service providers and business stakeholders.

Key Responsibilities

- Monitor and support enterprise LAN, WAN, WLAN and SD-WAN infrastructure across distributed business locations.
- Perform advanced L2 troubleshooting and resolution of connectivity incidents, performance degradation, device faults and service outages.




- Act as a senior technical escalation point for ICC analysts and support engineers during complex or high-priority incidents.
- Use monitoring and observability tools such as Grafana, ThousandEyes, Statseeker, Cisco Catalyst Center/DNAC, MIST and ServiceNow to identify and diagnose issues.
- Troubleshoot enterprise switching, routing, wireless controllers, access points, carrier services and site connectivity.
- Execute approved operational changes, including switch-port configuration, equipment reloads, VLAN, QoS, DNS, IP addressing and standard routing activities.
- Coordinate with ISPs, carriers, OEMs, field-service partners and third-party vendors through investigation and restoration.
- Support P1/P2 major incidents, providing technical updates, impact assessment, escalation and timely service-restoration actions.
- Collaborate with Network Engineering and L3 teams on complex faults, root-cause investigations and permanent remediation.
- Maintain clear shift handovers covering active incidents, vendor cases, planned activities, workarounds, risks and outstanding actions.
- Create and maintain SOPs, troubleshooting guides, knowledge articles, known-error records and technical documentation.
- Mentor junior engineers and strengthen troubleshooting capability across the integrated support team.




- Analyse recurring incidents and monitoring trends to identify automation, alert-tuning and service-improvement opportunities.
- Participate in an on-call or escalation arrangement where required.

Essential Technical Skills

- Strong hands-on experience supporting enterprise LAN, WAN, WLAN and SD-WAN environments.
- Solid knowledge of TCP/IP, DNS, DHCP, VLANs, STP, routing, switching, VPN and QoS.
- Practical experience with Cisco routers, switches, wireless technologies and enterprise network troubleshooting.
- Experience with monitoring, alert-management and observability platforms in a production setting.
- Strong working knowledge of incident, problem, request and change management processes aligned with ITIL.
- Experience using ServiceNow or a comparable IT service-management platform.
- Ability to perform structured troubleshooting across network layers and distinguish infrastructure, carrier and application-related symptoms.
- Experience managing technical escalations with carriers, OEMs and third-party support providers.
- Cisco Catalyst Center/DNAC and enterprise wireless controllers
- ThousandEyes, Grafana, Statseeker or equivalent monitoring tools
- Juniper, Cradlepoint, MIST and SD-WAN technologies
- Network automation or scripting using PowerShell, Python or Ansible
- Experience supporting retail, logistics, distribution-centre or other high-availability environments

Experience and Qualifications

- Minimum 5 years of enterprise networking, managed services or ICC/command-centre support experience.
- Demonstrated experience handling senior L2 or L3-aligned operational escalations in a large, distributed

📌 ICC- Network Support Engineer (Melbourne)
🏢 HCLTech
📍 Melbourne