Senior ICC Network Operations Engineer

HCLTech - Australia and New Zealand; Melbourne; Presencial; AUD 83.000 - 124.000; Jornada completa

Descripción de la vacante

HCLTech - Australia and New Zealand seeks an experienced ICC - Network Support Engineer to provide senior‑level operational support for a large‑scale network across stores, offices, and data centres in Melbourne. The role requires resolving incidents, coordinating with carriers and vendors, and maintaining documentation.

You will work within an Integrated Command Centre, collaborating with offshore teams, Network Engineering, and business stakeholders.

Formación

• 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 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

Responsabilidades

• Monitor and support enterprise LAN, WAN, WLAN and SD-WAN across locations.
• Perform advanced L2 troubleshooting for connectivity incidents and outages.
• Act as senior escalation point for ICC analysts during complex incidents.
• Use Grafana, ThousandEyes, DNAC and ServiceNow to diagnose issues.
• Troubleshoot switching, routing, wireless controllers and APs.
• Coordinate with ISPs, carriers, OEMs and vendors for restoration.
• Support P1/P2 incidents with timely updates and recovery actions.
• Mentor junior engineers and strengthen team troubleshooting capabilities.
• Create and maintain SOPs and knowledge articles.

Conocimientos

LAN/WAN/WLAN/SD-WAN

TCP/IP/DNS/DHCP

Cisco routers/switches

Monitoring tools

ITIL processes

ServiceNow

Vendor coordination

On-call support

Educación

Cisco CCNA certification

CCNP Enterprise preferred

ITIL Foundation

Herramientas

Cisco Catalyst Center/DNAC

ThousandEyes

Grafana

MIST

Descripción del empleo

HCLTech - Australia and New Zealand seeks an experienced ICC - Network Support Engineer to provide senior‑level operational support for a large‑scale network across stores, offices, and data centres in Melbourne. The role requires resolving incidents, coordinating with carriers and vendors, and maintaining documentation.

You will work within an Integrated Command Centre, collaborating with offshore teams, Network Engineering, and business stakeholders.