System Support Engineer - After Hours

Nexon Asia Pacific; Sydney; Teletrabalho; AUD 90 000 - 120 000; Tempo integral

Resumo da oferta

Nexon Asia Pacific is seeking an experienced Level 2 Infrastructure & Network Support Engineer for a permanent after-hours role. You will provide onshore overnight support across infrastructure and networks for Australian customers, on a 4-on / 4-off shift, working remotely with a day team handover.

You'll triage and resolve P1/P2 incidents, troubleshoot Windows Server, Microsoft 365, Azure and network services, and collaborate with senior engineers or vendors as needed.

Qualificações

• 4+ years in infrastructure or network support at L2 level, preferably MSP/NOC.
• Experience using ServiceNow or similar ITSM to manage incidents and changes.
• Ability to handle overnight incidents and coordinate with day team.
• Calm, practical, customer-focused approach with strong communication.

Responsabilidades

• Answer inbound customer calls and triage P1/P2 incidents on after-hours dashboard.
• Own incidents from triage to resolution or handover within SLAs.
• Troubleshoot Windows Server, 365, Azure, identity, virtualization, backup and endpoint issues.
• Troubleshoot network issues including routers, switches, firewalls, VPNs and wireless.
• Escalate with evidence to senior engineers or vendors and provide clear handovers.
• Maintain ticket notes and runbooks; provide periodic updates to customers.
• Deliver planned overnight work with proper checks, validation and backout plans.
• Support L1 engineers to improve troubleshooting quality and FCR.
• Identify recurring issues and suggest fixes or automation.

Conhecimentos

L2 support

Incident management

Customer communication

Night shift work

ServiceNow

Troubleshooting (infrastructure)

Troubleshooting (network)

Formação académica

Experience-based

Ferramentas

ServiceNow

Descrição da oferta de emprego

Sydney, Melbourne or Newcastle preferred | 7:00 PM - 7:00 AM roster | Level 2 Infrastructure & Network Support
About the role Nexon's Managed Services team is looking for an experienced Level 2 Infrastructure & Network Support Engineer to join our permanent after-hours team. You will provide onshore overnight support across both infrastructure and networks for a broad range of Australian customers.
Working remotely on a 4-on / 4-off night roster, you will take customer calls, monitor priority alerts, resolve L2 incidents, deliver approved overnight maintenance and elevate to senior engineers, vendors or carriers when needed - always finishing with a clear handover to the day team.
This role suits a calm, practical and customer-focused engineer with strong skills in either infrastructure or networking and solid hands-on experience in the other. You don't need to be an expert in every product listed - but you do need to be confident troubleshooting across the full-service path.

What you will do

• Answer inbound customer calls and monitor the after-hours ServiceNow dashboard, triaging and prioritising P1 and P2 incidents and alerts.
• Own incidents and service requests from triage through to resolution, escalation or handover within agreed service levels.
• Troubleshoot infrastructure issues across Windows Server, Microsoft 365, Azure, identity, virtualisation, backup and endpoint services.
• Troubleshoot network issues across routing, switching, firewalls, VPNs, wireless, internet links and customer connectivity.
• Escalate to senior engineers, vendors or carriers with clear evidence - logs, test results, business impact and actions taken.
• Keep customers and internal stakeholders updated in plain language throughout an incident.
• Deliver planned overnight work, including server patching, network firmware upgrades, approved changes and vulnerability remediation - with pre-checks, validation and backout plans.
• Maintain accurate ticket notes, knowledge articles and runbooks, and provide a structured handover to the day team.
• Support and guide L1 engineers to lift troubleshooting quality and first-contact resolution.
• Spot recurring issues and repetitive tasks and suggest fixes, standardisation or automation to improve after-hours support.

What you will bring Core experience

• 4+ years' hands-on experience in infrastructure or network support at L2 level, ideally within a Managed Service Provider (MSP), Network Operations Centre (NOC) or service provider environment.
• Strong capability in either infrastructure or networking, with working knowledge of the other.
• Experience using ServiceNow or a similar ITSM platform to manage incidents, changes, service levels and handovers.
• Confidence handling customer calls, assessing impact and priority, and coordinating the response to P1 and P2 incidents.
• Ability to work independently overnight while following escalation, change and communication processes.
• Clear written and verbal communication, including explaining technical issues to non-technical people.
• Availability to work a permanent 7:00 PM to 7:00 AM, 4-on / 4-off roster, including weekends and public holidays when rostered.

Infrastructure capability

• Windows Server and core services such as Active Directory, Group Policy, DNS, DHCP, file services and Remote Desktop Services.
• Microsoft 365, Exchange Online, Azure services, identity and security administration.
• Virtualisation and virtual desktop technologies such as VMware, Hyper-V, Citrix or Azure Virtual Desktop.
• Backup, recovery and business continuity technologies such as Veeam, ShadowProtect or SkyKick.
• Endpoint, email and internet security concepts and tools.
• PowerShell or other automation experience is desirable.

Network capability

• Hands-on support of routers, switches, firewalls, VPNs and wireless services.
• Good understanding of TCP/IP, VLANs, DHCP, DNS, quality of service, routing and switching fundamentals.
• Experience with Vendors such as Cisco, Meraki, Fortinet, Aruba Sophos or Palo Alto.
• Experience with WAN, LAN, Wireless, switching and SD-WAN technologies and principles
• Exposure to carrier circuits, customer tails, link provisioning and service provider fault management is desirable.
• Ability to interpret device logs, monitoring alerts, network paths and connectivity test results.

About you

• You remain calm and methodical during customer-impacting incidents.
• You take ownership, communicate early and follow issues through to a clear outcome or structured handover.
• You balance technical quality with urgency, customer impact and service commitments.
• You work well independently and collaborate effectively with broader support and engineering teams.
• You are detail-focused, process-aware and committed to continuous improvement.

Desirable qualifications

• Industry certifications such as Microsoft Azure, Microsoft 365, CCNA or equivalent vendor certifications.
• IT service management training or certification.