Technical Support Engineer (Telecom)

Mobileum; Sydney; On-site; AUD 100,000 - 120,000; Full time

Job summary

Mobileum is seeking a Technical Support Manager in New South Wales to lead the delivery of strategic data integration projects. You will troubleshoot complex systems, ensuring high availability and performance while managing customer expectations. The ideal candidate has over 5 years of experience in telecommunications, a degree in IT, and a strong technical background in Linux and network management. Join us to enhance customer satisfaction and contribute to continuous process improvement.

Qualifications

• 5+ years experience in telecommunications.
• Proficient in Linux and mobile technologies.
• Strong IP and switch configuration skills.

Responsibilities

• Act as the primary point of contact for the customer.
• Deliver in-person and remote support for customer satisfaction.
• Monitor and troubleshoot a large-scale server infrastructure.
• Perform software/hardware upgrades and system optimizations.
• Keep customers informed of incident progress and resolutions.
• Collaborate with Engineering, Operations, and Support teams.

Skills

Linux system administration

IP networking concepts

3GPP standards knowledge

Proficient in Bash and Python

PostgreSQL experience

Ticketing systems experience

Mobile communication protocols

Network monitoring with Zabbix

VPN and firewall configuration

Education

Degree in IT or related field

Job description

Technical Support Manager is responsible for leading the delivery of large, strategic, and complex data integration projects. Will work closely with project team members, and few other internal team to ensure successful project delivery. The Technical Support Manager is ultimately responsible for the leadership, financial management, quality, and timely delivery of the project for our customer.

What We’re Looking For:

Technical Expertise:

• Strong Linux system administration skills, with experience in troubleshooting, performance tuning, and automation.
• Solid understanding of IP networking concepts, ideally with knowledge equivalent to CCNA or hands-on experience with Cisco devices.
• Deep familiarity with 3GPP standards, especially Core Network interfaces and architecture across 3G, 4G, 5G Non-Standalone (NSA), and Standalone (SA) deployments.

Personal Qualities:

• Goal-oriented, structured, and customer-focused.
• Independent, proactive, and eager to learn continuously.
• Resilient under pressure, with strong problem-solving and decision-making skills.
• Honest, reliable, and committed to high ethical and professional standards.

Your Mission:

• Act as the primary point of contact for the customer, understanding and addressing concerns, managing expectations, providing clear communications on issues, updates and requests.
• Deliver in-person and remote support, ensuring a high level of customer satisfaction and alignment with SLAs.
• Monitor, maintain, and troubleshoot a large-scale server infrastructure, ensuring high availability and optimal performance. Document issues, actions taken, and findings for full traceability.
• Perform software and hardware upgrades, patch management, and system optimizations as needed.
• Proactively detect and resolve system anomalies through logs, alerts, and diagnostic tools.
• Keep customers informed of progress on incidents and service requests, providing timely updates and resolutions.
• Accurately document incidents, actions taken, root causes, and resolutions to ensure full traceability and knowledge sharing.
• Collaborate closely with Engineering, Operations, and Support teams to expedite and resolve complex issues efficiently.
• Gather, document, and relay customer feedback and feature requests to the product and development teams.
• Contribute to the continuous improvement of support processes, monitoring systems, and internal documentation.

Qualifications:

• Education: Degree in IT or related field.
• Experience: 5+ years in telecommunications.
• Technical Skills: Proficient in Linux, with solid knowledge of mobile (GSM, UMTS, LTE, 5G) and landline (PSTN, ISDN, VoIP) technologies. Experience configuring Zabbix for network monitoring. Basic Bash and Python skills.
• Networking: Strong in IP (VPN, firewall, routing, remote access) and switch configuration.
• Additional Skills: Experience with PostgreSQL, ticketing systems, end-to-end testing, and mobile communication protocols.