System Support Engineer - After Hours
Posted Updated
Sydney, Melbourne or Newcastle preferred | 7:00 PM - 7:00 AM roster | Level 2 Infrastructure & Network Support
About the role Nexon's Managed Services team is looking for an experienced Level 2 Infrastructure & Network Support Engineer to join our permanent after-hours team. You will provide onshore overnight support across both infrastructure and networks for a broad range of Australian customers.
Working remotely on a 4-on / 4-off night roster, you will take customer calls, monitor priority alerts, resolve L2 incidents, deliver approved overnight maintenance and escalate to senior engineers, vendors or carriers when needed - always finishing with a clear handover to the day team.
This role suits a calm, practical and customer-focused engineer with strong skills in either infrastructure or networking and solid hands-on experience in the other. You don't need to be an expert in every product listed - but you do need to be confident troubleshooting across the full-service path.
What you will do
About the role Nexon's Managed Services team is looking for an experienced Level 2 Infrastructure & Network Support Engineer to join our permanent after-hours team. You will provide onshore overnight support across both infrastructure and networks for a broad range of Australian customers.
Working remotely on a 4-on / 4-off night roster, you will take customer calls, monitor priority alerts, resolve L2 incidents, deliver approved overnight maintenance and escalate to senior engineers, vendors or carriers when needed - always finishing with a clear handover to the day team.
This role suits a calm, practical and customer-focused engineer with strong skills in either infrastructure or networking and solid hands-on experience in the other. You don't need to be an expert in every product listed - but you do need to be confident troubleshooting across the full-service path.
What you will do
- Answer inbound customer calls and monitor the after-hours ServiceNow dashboard, triaging and prioritising P1 and P2 incidents and alerts.
- Own incidents and service requests from triage through to resolution, escalation or handover within agreed service levels.
- Troubleshoot infrastructure issues across Windows Server, Microsoft 365, Azure, identity, virtualisation, backup and endpoint services.
- Troubleshoot network issues across routing, switching, firewalls, VPNs, wireless, internet links and customer connectivity.
- Escalate to senior engineers, vendors or carriers with clear evidence - logs, test results, business impact and actions taken.
- Keep customers and internal stakeholders updated in plain language throughout an incident.
- Deliver planned overnight work, including server patching, network firmware upgrades, approved changes and vulnerability remediation - with pre-checks, validation and backout plans.
- Maintain accurate ticket notes, knowledge articles and runbooks, and provide a structured handover to the day team.
- Support and guide L1 engineers to lift troubleshooting quality and first-contact resolution.
- Spot recurring issues and repetitive tasks and suggest fixes, standardisation or automation to improve after-hours support.
- 4+ years' hands-on experience in infrastructure or network support at L2 level, ideally within a Managed Service Provider (MSP), Network Operations Centre (NOC) or service provider environment.
- Strong capability in either infrastructure or networking, with working knowledge of the other.
- Experience using ServiceNow or a similar ITSM platform to manage incidents, changes, service levels and handovers.
- Confidence handling customer calls, assessing impact and priority, and coordinating the response to P1 and P2 incidents.
- Ability to work independently overnight while following escalation, change and communication processes.
- Clear written and verbal communication, including explaining technical issues to non-technical people.
- Availability to work a permanent 7:00 PM to 7:00 AM, 4-on / 4-off roster, including weekends and public holidays when rostered.
- Windows Server and core services such as Active Directory, Group Policy, DNS, DHCP, file services and Remote Desktop Services.
- Microsoft 365, Exchange Online, Azure services, identity and security administration.
- Virtualisation and virtual desktop technologies such as VMware, Hyper-V, Citrix or Azure Virtual Desktop.
- Backup, recovery and business continuity technologies such as Veeam, ShadowProtect or SkyKick.
- Endpoint, email and internet security concepts and tools.
- PowerShell or other automation experience is desirable.
- Hands-on support of routers, switches, firewalls, VPNs and wireless services.
- Good understanding of TCP/IP, VLANs, DHCP, DNS, quality of service, routing and switching fundamentals.
- Experience with Vendors such as Cisco, Meraki, Fortinet, Aruba Sophos or Palo Alto.
- Experience with WAN, LAN, Wireless, switching and SD-WAN technologies and principles
- Exposure to carrier circuits, customer tails, link provisioning and service provider fault management is desirable.
- Ability to interpret device logs, monitoring alerts, network paths and connectivity test results.
- You remain calm and methodical during customer-impacting incidents.
- You take ownership, communicate early and follow issues through to a clear outcome or structured handover.
- You balance technical quality with urgency, customer impact and service commitments.
- You work well independently and collaborate effectively with broader support and engineering teams.
- You are detail-focused, process-aware and committed to continuous improvement.
- Industry certifications such as Microsoft Azure, Microsoft 365, CCNA or equivalent vendor certifications.
- IT service management training or certification.