ICC- Network Support Engineer

HCLTech; Melbourne; On-site; AUD 83,000 - 124,000; Full time

Job summary

HCL Technologies Limited is seeking an experienced ICC - Network Support Engineer in Melbourne to provide senior-level operational support for a large-scale network across stores, offices, distribution centres and data centres. You will diagnose incidents, restore services, and drive improvements with offshore teams and vendors.

The role requires 5+ years in enterprise networking, strong TCP/IP, DNS, DHCP, VLANs, and Cisco/WLAN expertise, plus ITIL and ServiceNow experience.

Qualifications

• Minimum 5 years of enterprise networking, managed services or ICC/command-centre support experience.
• Experience handling senior L2 or L3 escalations in a large distributed environment.
• Experience working in 24x7 operations or integrated command-centre model.

Responsibilities

• Monitor and support enterprise LAN, WAN, WLAN and SD-WAN across distributed locations.
• Perform advanced L2 troubleshooting and incident resolution.
• Act as senior escalation point for ICC analysts during complex incidents.
• Coordinate with ISPs, carriers, OEMs and vendors for restoration.
• Create and maintain SOPs, guides and knowledge articles.

Skills

LAN/WAN/WLAN/SD-WAN

TCP/IP/DNS/DHCP/VLANs/STP

Cisco routers/switches/wireless

Monitoring/observability tools

ITIL processes

ServiceNow

Network automation (PowerShell/Python/

Retail/logistics/high-availability

Tools

Cisco Catalyst Center/DNAC

ThousandEyes/Grafana/Statseeker

Juniper/Cradlepoint/MIST

Job description

“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 environment.
• 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 environment.
• Experience working within a 24x7 operations, managed-services or integrated command-centre model.
• Cisco CCNA certification is preferred; CCNP Enterprise or equivalent advanced certification is highly desirable.
• ITIL Foundation certification or strong practical experience working within ITIL processes is advantageous.
• Strong analytical and structured troubleshooting skills
• Clear incident ownership and service-restoration focus
• Effective communication with technical and non-technical stakeholders
• Ability to remain composed and decisive during major incidents
• Strong vendor, carrier and cross-team coordination
• Technical mentoring and knowledge-transfer capability
• Accurate documentation and disciplined operational handover
• Proactive continuous-improvement mindset

Role Success Measures

• Timely acknowledgement, diagnosis, escalation and restoration of network incidents
• Reduction in repeat incidents through effective problem identification and knowledge capture
• High-quality shift handovers, incident updates and operational documentation
• Effective coordination with offshore support, Network Engineering, carriers and vendors
• Improved monitoring effectiveness through alert tuning, automation and proactive issue detection

Why Us

We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees

Our company is extremely diverse with 165 nationalities represented

We offer the opportunity to work with colleagues across the globe

We offer a virtual-first work environment, promoting a good work-life integration and real flexibility

We offer comprehensive benefits for all employees

We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

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