Technical Operations Specialist

Vocus; Adelaide; On-site; AUD 150,000 - 195,000; Full time

Job summary

Vocus is seeking a Technical Operations Specialist to join our Specialist Operations team in Adelaide or Melbourne. You will act as the senior escalation point for complex incidents across Fortinet and Cisco Meraki SD-WAN environments, collaborating with NOC, Engineering and Architecture teams to maintain performance and drive customer outcomes.

The role involves an on-call rotation, potential overtime, and ownership from investigation to resolution.

Qualifications

• 5+ years in telecommunications, managed services, or ISP
• 5+ years supporting enterprise LAN/WAN
• 3+ years deploying SD-WAN technologies
• Strong hands-on Fortinet and Cisco Meraki experience
• Fortinet NSE certification or equivalent experience
• Knowledge of MPLS, VPNs, IP routing (OSPF/BGP/EIGRP/RIP)
• Experience with enterprise switching and network security techs
• Certifications such as CCNP/JNCIS-SP or equivalent are highly regarded
• DNS, web hosting, packet analysis and capture tools knowledge
• IP Voice technologies and converged networks experience
• Excellent written and verbal communication with a customer-first mindset
• Independent yet collaborative team player

Responsibilities

• Provide advanced operational support and technical expertise for Fortinet and Cisco Meraki SD-WAN solutions
• Act as senior escalation point for complex network, security, voice, and customer service incidents
• Partner with SD-WAN Architecture, Engineering, and NOC to ensure deployment and operation of solutions
• Diagnose and resolve WAN/LAN, routing, switching, security, and voice issues within SLAs
• Manage executive, platinum customer and business-critical escalations with clear communication
• Support continuous improvement to enhance service quality and network performance
• Develop and share technical documentation, standards, and procedures
• Mentor and support team members through knowledge sharing and coaching

Skills

Networking

Troubleshooting

Fortinet

Cisco Meraki

SD-WAN

NSE Certification

Tools

Fortinet

Cisco Meraki

Job description

The Opportunity

We are seeking an experienced Technical Operations Specialist to join our Specialist Operations team in Adelaide or in Melbourne. Reporting to the Specialist Operations Manager, you will act as the senior escalation point for complex customer incidents and technical issues across Fortinet and Cisco Meraki SD-WAN environments.

This role works closely with our NOC, Engineering, and Architecture teams to deliver exceptional operational outcomes, maintain network performance, and improve customer experience. You will play a critical role in supporting highly sensitive customer environments, executive escalations, and complex networking and security incidents.

Please note this role will require you to be in an on-call roster and occasional overtime will be required.

What you’ll be responsible for

• Provide advanced operational support and technical expertise for Fortinet and Cisco Meraki SD-WAN solutions.
• Act as a senior escalation point for complex network, security, voice, and customer service incidents.
• Partner with SD-WAN Architecture, Engineering, and NOC teams to ensure successful deployment and ongoing operation of customer solutions.
• Diagnose and resolve complex WAN, LAN, routing, switching, security, and voice-related issues within agreed SLAs.
• Manage executive, platinum customer, and business-critical escalations, maintaining clear communication and ownership throughout the incident lifecycle.
• Support continuous improvement initiatives to enhance service quality, network performance, and customer outcomes.
• Develop, maintain, and share technical documentation, operational standards, and support procedures across teams.
• Mentor and support team members through knowledge sharing, technical guidance, and coaching.

What you’ll bring to the role

You are a highly skilled networking professional with strong troubleshooting capability and a passion for delivering exceptional customer outcomes. You thrive in technically challenging environments, remain calm under pressure, and take ownership of incidents from investigation through to resolution.

• 5+ years' experience within the telecommunications, managed services, or ISP industry.
• 5+ years' experience supporting enterprise LAN, WAN, and networking environments.
• 3+ years' experience deploying, supporting, and managing SD-WAN technologies.
• Strong hands-on experience with Fortinet and Cisco Meraki solutions.
• Fortinet NSE certification (NSE4, NSE5, NSE6) or equivalent practical experience.
• Strong knowledge of MPLS, VPNs, IP routing protocols including OSPF, BGP, EIGRP, and RIP.
• Experience supporting enterprise switching platforms and network security technologies.
• Industry certifications such as CCNP, JNCIS-SP, or equivalent highly regarded.
• Strong understanding of DNS, web hosting, packet analysis, and packet capture tools.
• Experience supporting IP Voice technologies and converged network environments.
• Excellent written and verbal communication skills with a customer-first mindset.
• Ability to work independently while contributing positively within a collaborative team environment.