Senior Network Support Specialist (Escalations)

Endeavour Group Careers; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

CSE Crosscom is seeking a Senior Customer Support Specialist to join our Global Support Centre in Australia. You will provide Level 2/3 technical support for LAN, WAN, wireless, radio and enterprise networking, acting as the primary escalation point for complex incidents and guiding junior staff.

You will mentor colleagues, review change plans, and collaborate with customers, vendors and field technicians to deliver timely, reliable outcomes and continuous service improvement.

Qualifications

• Experience providing Level 2/3 technical support for complex networks.
• Strong communication and collaboration skills across teams.

Responsibilities

• Provide advanced Level 2 and Level 3 troubleshooting across enterprise networks, wireless, radio and related technologies.
• Lead investigation and resolution of complex incidents, including major incidents and root cause analysis.
• Act as the technical escalation point, guiding and supporting Customer Support Specialists.
• Mentor and coach team members to build technical capability and consistency.
• Review change plans, documentation and deliverables to ensure quality and manage risks.
• Proactively monitor customer network infrastructure and service performance using diagnostic tools.
• Maintain strong customer relationships and coordinate with internal teams, vendors and field technicians.
• Ensure SLAs, procedures and KPIs are met.
• Contribute to knowledge sharing, documentation and process improvement.
• Support projects, deployments, maintenance and service transitions as required.

Skills

Network troubleshooting

Incident management

Mentoring/leadership

Customer service

Tools

Monitoring tools

SNMP

Job description

CSE Crosscom is seeking a Senior Customer Support Specialist to join our Global Support Centre in Australia. You will provide Level 2/3 technical support for LAN, WAN, wireless, radio and enterprise networking, acting as the primary escalation point for complex incidents and guiding junior staff.

You will mentor colleagues, review change plans, and collaborate with customers, vendors and field technicians to deliver timely, reliable outcomes and continuous service improvement.