Network Escalations Engineer

About the role

We are seeking an experienced Network Escalation Engineer to serve as the senior technical escalation point for complex networking, security, wireless, and WAN-related issues across enterprise customer environments. In this role, you will provide advanced troubleshooting expertise, lead root cause analysis, and drive operational excellence while ensuring the stability, performance, and security of critical infrastructure. You will work closely with senior engineers, project teams, vendors, and customer technical stakeholders to deliver high-quality outcomes while contributing to automation, observability, AIOps, and continuous service improvement initiatives. About the Client You will be joining an award-winning Australian managed services provider with a strong reputation for delivering enterprise technology solutions to mid-market organisations. Renowned for its collaborative culture, technical excellence, and commitment to employee development, the organisation offers an environment where innovation, continuous learning, and customer success are at the forefront. Ideal Profile Experience & Qualifications Bachelor's degree in Information Technology, Computer Science, Network Engineering, Cyber Security, or equivalent industry experience. 5+ years of experience supporting enterprise, service provider, or managed services network and security environments. Demonstrated experience managing technical escalations, major incidents, and complex troubleshooting. Industry certifications such as Fortinet FCP/FCSS, Cisco CCNP, Aruba Professional, Palo Alto, or equivalent are highly regarded. Strong understanding of ITIL service management practices. Experience mentoring engineers and supporting technical capability development. Technical Skills Advanced expertise with Fortinet Security Fabric. Strong knowledge of enterprise routing and switching technologies. Experience with enterprise wireless networking. Solid understanding of BGP, OSPF, MPLS, WAN, and carrier networking. Experience with SD-WAN and Secure Access Service Edge (SASE) solutions. Strong understanding of network security architecture and best practices. Knowledge of ITIL incident, problem, and change management processes. Professional Capabilities Excellent analytical and structured problem-solving skills. Ability to perform detailed root cause analysis and risk assessments. Strong decision-making capability in high-pressure environments. Outstanding communication and stakeholder management skills. Technical leadership and mentoring abilities. High level of ownership, accountability, and customer focus. Modern Engineering & Preferred Skills Experience identifying automation opportunities and operational improvements. Exposure to APIs, scripting, and automation platforms. Understanding of observability, telemetry, and proactive operations. Experience using AI-assisted operational workflows and troubleshooting tools. Interest in emerging networking, cloud, and security technologies. Experience with Azure networking and hybrid cloud connectivity. Windows and Linux administration experience. Network automation using PowerShell, Python, or APIs. Exposure to monitoring and observability platforms. Security certifications or hands-on security experience are advantageous.

Responsibilities

• Act as the primary escalation point for complex network, security, wireless, and WAN-related incidents.
• Lead advanced troubleshooting, root cause analysis, and problem management activities.
• Manage high-risk changes, upgrades, maintenance activities, and service restoration efforts.
• Provide technical leadership, mentoring, and guidance to Level 2 Engineers.
• Develop and maintain technical standards, documentation, implementation plans, and knowledge resources.
• Deliver after-hours technical guidance and incident management support to restore critical customer services when required.
• Contribute to automation, operational efficiencies, observability, and continuous improvement initiatives across the engineering function.
• How we take care of our team
• 💰 Get paid in Australian Dollars
• 🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
• 🩺 Generous OPD coverage from doctor visits to all your medical needs
• 🏡 Home office setup allowance to build your ideal workspace
• 🌐 Internet allowance to keep you connected
• 💪 Gym & wellness allowance to stay fit and balanced
• 🎉 Work hard, play hard - regular team events & engagement activities
• 🧠 Diji Assist - Mental health & counseling support when you need it
• 📚 We invest in you - reimbursement for industry certifications
• 🗣️ Open-door culture - your ideas and feedback always matter
• 🌍 Flexible work - home or office, wherever you do your best work
• 🏆 Rewards & recognition that actually recognize you
• 🥳 Great christmas & financial year-end parties to unwind with your loved ones

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Company Intel

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