Technical Operations Specialist

Vocus Group; Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working environment

Career development and ongoing/various

Discounts on power, gas, mobile, and 4

Job summary

Vocus Group is seeking an experienced Technical Operations Specialist to lead advanced operational support for Fortinet and Cisco Meraki SD-WAN across Adelaide or Melbourne. You will act as the senior escalation point for complex network incidents and collaborate with NOC, Engineering, and Architecture teams to ensure optimal performance.

The role requires an on-call roster with occasional overtime, strong troubleshooting skills, and a customer-first mindset to deliver exceptional outcomes to

Qualifications

• 5+ years in telecommunications, managed services, or ISP
• 5+ years supporting enterprise LAN, WAN, and networking environments
• 3+ years deploying, supporting, and managing SD-WAN technologies
• Strong hands-on experience with Fortinet and Cisco Meraki
• Fortinet NSE certification or equivalent practical experience
• Knowledge of MPLS, VPNs, IP routing protocols (OSPF, BGP, EIGRP, RIP)
• Experience with enterprise switching and network security
• CCNP/JNCIS-SP or equivalent certifications highly regarded
• DNS, web hosting, packet analysis, and packet capture tools
• IP Voice technologies and converged networks experience
• Excellent written and verbal communication with a customer-first mindset
• Ability to work independently in a collaborative team

Responsibilities

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

Skills

Fortinet

Cisco Meraki SD-WAN

Networking troubleshooting

WAN/LAN routing

IP voice

Customer experience

Executive escalation

DNS, hosting, packet analysis

Strong communication

Education

Fortinet NSE certification (NSE4-6)

CCNP or JNCIS-SP or equivalent

Experience in enterprise networking

Tools

Fortinet

Cisco Meraki

SD-WAN deployments

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.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.