Junior Network Engineer

• Immediate start
• Join an authentic, fun loving and geographically diverse team
• Help build and maintain a carrier network we take great pride in
• Be part of a leading national data network provider to our Highly valued customers
• Position Location – Brisbane – Brendale

About Us

MarchNet lives our values, we operate as one-team and have each other’s back. We are accountable for doing what we said we would do, when we said we would do it.

We enjoy a spacious office and warehouse space. Located in Brendale, parking is free and easy.

We deliver services to our clients using innovative, often cutting edge, technologies that save them time, money and increase their effectiveness.  Typical technologies are Fixed Wireless, Fibre Optic, Internet of Things and Wi-Fi.  Training in these technologies is available.

We are passionate about reducing the impact of isolation from family, friends and head office by providing reliable telecommunications to remote places. We set the benchmark for remote connectivity solutions and consistently exceed client expectations. MarchNet is an ACMA licensed telecommunications carrier.

The Role

We are looking for a Junior Network Engineer to work from our Brendale office in Queensland

This role is pivotal within the network assurance and provisioning area, providing support to our customers, ensuring that their services are always online and operating efficiently, effectively and being able to support our partners with their data service requirements.

Dealing with remotely located customers and other internal teams over the phone and via the MarchNet ticketing system, the Junior Network Engineer role is not only responsible for the restoration of faults, but also configurational changes and provisioning of data services. Ensuring that tickets are logged, followed up, and always completed efficiently and effectively.

This role also includes being a point of escalation for after-hours technical assistance to other staff members and customers. With a strong logical mindset breaking down problems to identify the root cause as quickly as possible.

As part of the Network Assurance and Provisioning team this position shall be responsible to ensure that all tickets are being handled and resolved within appropriate service levels whilst adhering to change management practices, in turn ensuring that customers regularly receive up to date communication on the progress of their tickets.

The role is a hands-on role, requiring technical skills and the ability to communicate at multiple levels within your team, management, and customers alike.

Our diverse customers are located throughout Australia, therefore supporting customers nationally will be critical in this role. Customers in different locations may have different needs and requirements, learning and understanding such differences and how to support them is a major function of the role.

Key Responsibilites

• Provide escalated support to data customers.
• Have a focus on detail with the ability to put yourself in the customer’s position to understand fault impact and resolution expectations.
• Interact daily with other support teams both locally and internationally (support is also provided from teams in the Philippines) to ensure that customers are looked after across all key responsibility areas.
• Understanding of Service Level Agreements (SLA’s) and the ability to manage those in an efficient and accurate manor.
• Take responsibility for customer communication, escalate as required to management or other teams as appropriate.
• Troubleshoot problems for customers, with an ability to logically break down faults, working through to a resolution as quickly as possible whilst maintaining strong and regular communication back to the customer via both tickets and phone.
• Ability to both develop and follow processes to always ensure standardized and robust delivery of customer services.
• Create and update, customer documentation as required. 
• Follow change management processes and protocols, as well as identifying process improvement opportunities. 
• Willingness to get involved and do whatever is needed to get the job done, whatever that may be at the time.
• Participation in after hours on-call roster if required.

To be successful in this role:

The successful applicant for this role enjoys a diverse flexible busy working environment with opportunities to learn, whilst also being part of building the future network. They’ll also have the following attributes/qualifications:

• Can Do attitude.
• Logical thinker
• Have an understanding of the following key areas:
  • Data networking and troubleshooting.
  • Data Routing protocols, OSPF, BGP etc.
  • IPV4 and IPV6 IP Addressing and Subnetting.
  • L2 and L3 Routing and switching.
  • Microwave radio support.
  • WiFi network support.
• Impeccable dedication to detail.
• Ability to deal with customers and understand their expectations, concerns, and needs.
• Solid understanding of change management principles.
• Strong time management skills and reliable work ethic.
• Warm, approachable, and informative phone manner and email etiquette.
• Excellent written and communication skills.
• Customer Experience focused.
• Willingness to learn and be part of a larger team.
• Happy to get your hands dirty and get the job done, no matter what.

The following skills/qualifications are preferred:

• ITIL Understanding
• Some form of Cisco Certification
• Previous Network support experience
• Experience with Mikrotik Routers and RouterOS highly desired

Employment Type

Permanent