Managed Services Network Engineer – Level 1

About Outcomex

Outcomex is an award-winning systems integrator headquartered in Sydney, delivering innovative technology solutions with a strong focus on customer experience and operational excellence.

We work across complex technology environments, helping our customers achieve reliable, effective and forward-thinking outcomes through our technical expertise and commitment to service excellence.

About the Role

We are seeking a motivated Managed Services Network Engineer – Level 1 to join our Managed Services Operations team, providing first-line technical support across our customers' network environments.

Working within a 24/7 rotating shift structure, you will monitor network environments, investigate alerts and incidents, perform initial troubleshooting and work towards resolving network issues in line with agreed service levels. You will collaborate with experienced engineers, customer IT teams, telecommunications providers and vendors to ensure incidents are managed effectively and escalated appropriately.

This is an excellent opportunity for an aspiring network engineer looking to build practical experience in a Managed Services environment. The role involves shift work and offers valuable exposure to enterprise-level operational processes, network monitoring toolsets and leading-edge technology delivery, while building a strong foundation for a career in network engineering.

Key Responsibilities

• Provide technical support for customer network environments, responding to incidents and service requests in a timely and professional manner.

• Monitor network performance and investigate alerts and incidents generated by network monitoring and management platforms.

• Troubleshoot and diagnose network issues across customer environments, identifying potential causes and determining appropriate resolution pathways.

• Resolve incidents within the scope of the role and escalate complex issues to the appropriate engineering teams, providing clear diagnostic findings and supporting information.

• Perform authorised network configuration tasks across routers, switches and firewalls, following established procedures and change management requirements.

• Manage incidents and service requests through the IT Service Management (ITSM) platform, maintaining accurate records and meeting contracted service level agreements (SLAs).

• Liaise with customer IT teams, telecommunications providers and technology vendors to coordinate fault investigation and resolution.

• Maintain accurate technical documentation, including network configurations, inventory, troubleshooting procedures and incident resolution records.

• Contribute to knowledge sharing and continuous improvement initiatives that strengthen operational consistency and service delivery across Managed Services.

About You

You are an enthusiastic, customer-focused individual with a genuine interest in networking and technology. You enjoy investigating technical issues, learning how systems work and working methodically towards a resolution.

You understand the importance of clear communication, accurate documentation and following established processes, particularly in an environment where customers rely on dependable network services around the clock.

You are keen to learn from experienced engineers, build your technical capability and develop your career within Managed Services.

Technical Skills & Experience

• Cisco CCNA certification is required.

• Foundational understanding of networking concepts, including TCP/IP, routing, switching, VLANs and network protocols.

• Understanding of network devices and technologies, including routers, switches and firewalls.

• Basic knowledge of network monitoring, incident investigation and troubleshooting methodologies.

• Familiarity with IT service management concepts, ticketing systems and incident escalation processes.

• Ability to follow technical procedures, interpret diagnostic information and document findings clearly.

• Previous experience in an IT support, Service Desk, Network Operations Centre (NOC) or network support environment is advantageous but not essential.

Operational & Problem-Solving Skills

• A methodical approach to troubleshooting, with the ability to investigate issues and identify when escalation is required.

• Good organisational skills and the ability to manage competing priorities in a time-sensitive environment.

• Willingness to follow established processes, meet service level commitments and maintain accurate ticket records.

• A proactive attitude towards learning, developing technical skills and improving problem-solving capability.

• Understanding of the importance of shift handovers, clear communication and continuity of service in a 24/7 operation.

Interpersonal & Communication

• Clear and professional communication skills, both written and verbal.

• A customer-focused approach, with the ability to communicate technical information clearly and respectfully.

• Ability to work collaboratively with engineers, colleagues, customers and external service providers.

• Willingness to ask questions, seek guidance and learn from feedback.

• A reliable and accountable approach to work, with a commitment to supporting the wider team.

Working Arrangements

• Participation in a 24/7 rotating shift roster, including shifts outside standard business hours, weekends and public holidays as required.

• Onsite attendance at our North Ryde office in line with operational requirements.

Why Join Outcomex?

Join a collaborative team of technology professionals supporting critical customer network environments and delivering dependable Managed Services.

At Outcomex, you'll have the opportunity to:

• Build your engineering career through practical experience supporting enterprise-level network environments.

• Learn from experienced engineers and develop your troubleshooting, monitoring and networking skills.

• Gain exposure to leading-edge technologies across customer networks, monitoring platforms and network infrastructure.

• Make a difference by helping maintain network availability and delivering positive customer outcomes.

• Develop your technical expertise within a team that values collaboration, knowledge sharing and continuous learning.

How to Apply

If you're ready to take the next step in your networking career and build your experience in a Managed Services environment, we'd love to hear from you.

Please submit your resume and a short cover note outlining your interest in the role, your CCNA certification and any relevant technical experience.

Applicants must have full working rights in Australia, with authorisation to work full-time.