Senior Customer Support Engineer

Coder; City Of Kalgoorlie-Boulder; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid work from home

Competitive compensation

Annual salary reviews

Opportunity to travel

Job summary

Fugro IT Support Engineer - Remote Operations & Connectivity in Perth-based team supports marine operations across APAC as part of ROC. This hands-on L1/L2 role covers systems, infrastructure, communications, and monitoring platforms enabling vessel operations and geodata workflows.

You will work with Deployment and ROC teams, implement, optimize, and support remote operations solutions, with occasional regional travel to vessels and ROC locations.

Qualifications

• Bachelor's degree or higher in IT/Engineering with networking fundamentals exposure.
• Experience delivering L2 IT/OT support in remote or offshore environments.
• Knowledge of monitoring, runbooks, escalation processes.

Responsibilities

• Provide hands-on L1/L2 IT/OT support for ROC and vessels.
• Monitor and troubleshoot incidents affecting remote operations.
• Serve as first point contact for applications and guidance for ROC and vessel ops.
• Perform maintenance, patching, and backups.
• Document systems, diagrams, and inventories.
• Collaborate with global teams and vendors to deploy solutions.

Skills

Networking fundamentals

L2 IT/OT support

Incident management

Communication skills

Travel willingness

Education

Bachelor's degree in IT or Engineering

Tools

Network monitoring tools

Endpoint security basics

Job description

IT Support Engineer - Remote Operations & Connectivity

We are seeking an experienced IT Support Engineer - Remote Operations & Connectivity to join our Perth‑based team, supporting Fugro's marine operations across the APAC region as part of the wider global Remote Operations Centre (ROC) environment. In this hands‑on L1/L2 role, you will provide technical support across systems, infrastructure, communications, and monitoring platforms that enable vessel operations, offshore survey activities, field teams, and geodata workflows.

Working closely with local and international Deployment and ROC teams, you will contribute to the implementation, optimisation, and support of remote operations solutions, including system and network deployments within ROC and Techshop facilities. The role also includes occasional regional travel to vessels and ROC locations to support operational and project requirements. Your duties include:

• Deliver hands‑on L1/L2 IT/OT support for Remote Operations Centre, ensuring stable and reliable systems and connectivity;
• Monitor, troubleshoot, and resolve incidents/service requests serving as an escalation point for complex issues related to critical remote operations services;
• Act as the first‑point contact for applications and technical guidance/recommendations supporting Remote Operations Center and vessel operations;
• Perform scheduled maintenance activities, including patching, software updates, endpoint support, account administration, system audits and backup validation;
• Assess and enhance remote operations systems and connectivity by identifying performance issues, risks & improvement opportunities, and supporting solutions implementation;
• Maintain clear and up‑to‑date technical documentation, including inventory, system diagrams, network schematics, and tool inventories;
• Collaborate with global teams, vendors, and operational stakeholders to deploy solutions and drive continuous improvement.

Who are we

We are Fugro, the world's leading Geo‑data specialist, focused on collecting and analysing data about the Earth’s surface and the structures built upon it. With clients spanning land, sea, and space, our respected reputation is grounded in valuing our employees as our greatest asset, a steadfast commitment to delivery excellence, and an innovative approach that leverages cutting‑edge technology to solve our clients' challenges.

The Operational Technology (OT) Services team is part of Fugro's global IT Infrastructure and Security team. At OT Services we provide IT support to facilitate Fugro's vessels and field operations, remote operations and processing of Geo‑data collected during those operations. Within OT Services, the Deployment team coordinates and executes full‑scale deployment of IT infrastructure onboard Fugro's marine vessels operating globally.

How we work

At Fugro, we embrace a collaborative way of working where people are encouraged to be themselves, recognising that diverse voices and cultures contribute unique perspectives, spark creativity, and drive innovation.

We aim to help our people grow toward their full potential by promoting alignment, autonomy, and personal accountability, within a supportive, knowledge‑sharing environment. While we value the flexibility of remote work, we also value face‑to‑face interactions, whiteboard discussions and sharing a meal together.

About You

Your success in securing this role will require:

• Tertiary degree in Information Technology, Engineering or a similar field with relevant knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, routing, switching, and firewalls), exposure to WAN/LAN, satellite (VSAT), and remote connectivity;
• Solid experience in L2 IT/OT support and service delivery in operational or remote sites/vessels such as marine, energy, mining, defence, or utilities sectors;
• Exposure to network troubleshooting and system monitoring tools, alert triage, log analysis, and adherence to runbooks and escalation processes;
• High understanding of endpoint security, identity/access management, incident response, ticket management and operational handover while working in a global support environment;
• Strong communication skills in engaging effectively with both technical and non-technical stakeholders with demonstrated commitment to standards compliance;
• Hands‑on approach to work and ability to travel to site to assist with system builds and vessel mobilization when required.

Fugro offers

• Ongoing, hybrid work from home arrangement | Flexible start and finish times
• Competitive compensation | Annual salary reviews | Salary continuance insurance
• Culture that supports career development, training and progression
• An inclusive and diverse group of colleagues who happily share knowledge
• Friendly and supportive environment - feel free to be yourself
• Global, industry leading company with diverse portfolio of projects and workscopes
• Progressive company with industry new, cutting edge technology
• Opportunity to travel and work in a wide variety of locations including internationally

Candidates will be asked to provide evidence of Australian working rights to be considered for this position (visa sponsorship is not offered).

We are looking for a motivated and detail oriented individual to join our remote team. In this role, you will assist clients with coordination, updates, and general support, helping ensure as smooth and positive experience - especially for those preparing for upcoming trips and experiences.