24/7 Technical Support Engineer — Fiber & Network Solutions

Vistance Networks; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Vistance Networks is seeking a Technical Support Engineer to provide 24x7 support for customers and internal teams in Sydney, Australia. The role involves on-call duties, issue reproduction, and close collaboration with Tier-4 and engineering to resolve complex network problems.

Responsibilities include diagnosing faults, drafting field bulletins, and coordinating with the Optical Design team for fiber and HFC deployments; on-site services and training may be required.

Qualifications

• Bachelor’s degree with a technical focus in Engineering or Computer Science and 2+ years relevant experience.
• Knowledge of devices and vendor products used in deployed network solutions.
• Broad system understanding of field usage and problem scope to identify root causes.
• Experience in customer service or technical support.
• Strong written and verbal communication suitable for management levels.
• Familiarity with CRM tools and knowledge bases.
• Proficient English communication, both spoken and written.

Responsibilities

• Provide 24x7 technical support for customers and internal staff via phone or email for network products and third-party hardware.
• Investigate, reproduce, and resolve customer problems; collaborate with Tier-4 and engineering teams.
• Perform fault reproduction and root cause analysis; draft bulletins and open defects with engineering.
• Work with Optical Design team on Fiber Optics network design such as Fiber-Deep, RfoG, PON, etc.
• Travel on-site for Fiber Optics, HFC, and testing/implementation; deliver additional services like training.
• Travel to customer sites to assist with troubleshooting and support trials.

Skills

Engineering degree

2+ years experience

Networking knowledge

Customer service experience

CRM tools familiarity

Education

Bachelor's degree in Engineering or Computer Science

Tools

CRM tools

Call Tracking software

Job description

Vistance Networks is seeking a Technical Support Engineer to provide 24x7 support for customers and internal teams in Sydney, Australia. The role involves on-call duties, issue reproduction, and close collaboration with Tier-4 and engineering to resolve complex network problems.

Responsibilities include diagnosing faults, drafting field bulletins, and coordinating with the Optical Design team for fiber and HFC deployments; on-site services and training may be required.