MANAGED SERVICES LEVEL 1 ENGINEER (SYDNEY)

Outcomex is an award-winning systems integrator, with head offices based in Sydney. We deliver cutting-edge technology solutions to a wide range of customers – with our focus on delivering outstanding customer experience.

Our Managed Services business is expanding rapidly, and we are currently seeking Managed Services Engineers to join our team. The role is a fantastic opportunity for exposure to enterprise-level operational processes, monitoring toolsets and leading-edge technology delivery.

• Provide first-line technical network and IT support for customer environments (via phone and email)
• Proactively support and resolve technical incidents 24×7 in a rotating shift structure
• Level 1 network troubleshooting and diagnosis of Customer Data Network incidents
• Investigate and troubleshoot Network Incidents raised from Remote Network Monitoring and Management software
• Create and maintain procedures and technical documentation regarding network solutions.
• Provide support and troubleshooting on Network Infrastructure and diagnosing faults
• Liaise with Customer IT teams, Telcos and Vendors from initial fault through to resolution; Manage incidents and service requests via ticket management systems within contracted SLAs
• Monitor network traffic data on Monitoring Platforms and analysing networks are set up to run at peak performance
• Analyse and configure day-to-day system and network changes/requests across the business or manage escalation to level 2/3 Engineering teams where required
• Perform root cause analysis of identified network issues using device logs and error reports.

REQUIREMENTS FOR THE ROLE

• Cisco CCNA Certification or similar knowledge
• The right candidate will be authorised to work full time in Australia

Our Managed Services business is expanding rapidly, and we are currently seeking Managed Services Engineers to join our team. The role is a fantastic opportunity for exposure to enterprise-level operational processes, monitoring toolsets and leading-edge technology delivery.

• Provide first-line technical network and IT support for customer environments (via phone and email)
• Proactively support and resolve technical incidents 24×7 in a rotating shift structure
• Level 1 network troubleshooting and diagnosis of Customer Data Network incidents
• Investigate and troubleshoot Network Incidents raised from Remote Network Monitoring and Management software
• Create and maintain procedures and technical documentation regarding network solutions.
• Provide support and troubleshooting on Network Infrastructure and diagnosing faults
• Liaise with Customer IT teams, Telcos and Vendors from initial fault through to resolution; Manage incidents and service requests via ticket management systems within contracted SLAs
• Monitor network traffic data on Monitoring Platforms and analysing networks are set up to run at peak performance
• Analyse and configure day-to-day system and network changes/requests across the business or manage escalation to level 2/3 Engineering teams where required
• Perform root cause analysis of identified network issues using device logs and error reports