Level 2 Network Support Engineer

We are looking for a Level 2 Network Support Engineer to join our growing team in Brisbane.
Orro has a supportive team-based culture that promotes personal initiative, self-sufficiency, and the ability to be hands-on with your work.
You will be part of a highly motivated team, on a mission to create "future now" solutions that make it faster, simpler and safer for people to access, store and share information – wherever, whenever and with whomever they want.
About OrroOrro is an Australian technology success story with offices in Melbourne, Sydney, Perth, Brisbane and internationally in the Philippines and London.
Orro is a secure network and digital infrastructure provider trusted by some of Australia's biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world.
We lead the industry in designing, building, and operating digital infrastructure – providing greater efficiency, performance, agility, and resilience.
Our end-to-end solutions, including cloud, collaboration, cyber and data services, take the stress out of tech for more than 400 businesses and over 20 million Australians every day.
About the RoleThis role assists in investigation and resolution of network problems, implementing specified maintenance procedures, and responsibility for the operational function and support of Orro's large enterprise SD-WAN customers:
Operation of SD-WAN networks using agreed practices on a 24×7 basisStriving to achieve agreed levels of availability and serviceProviding support around functions such asIncident ManagementProblem ManagementChange ManagementCapacity ManagementRelease ManagementThe role will initially be focused primarily on a single large enterprise customer's Meraki SD-WAN network, but may extend to other customers and SD-WAN technologiesThe role will be required to respond to outages quickly and will be required to be on call for escalations as part of a roster.The role will work closely with the other areas of the business to provide support for over-the-top services such as monitoring, SIP, and managed cloud services.The role will need to adhere to standard processes such as event, release, change, availability, capacity and problem management, working closely with the Service Desk as well as other parts of the business performing these functions.The role will primarily be based in Melbourne.
You will be expected to attend the customer's site for meetings, lab testing and onsite support from time to time.
Travel to Orro's data center sites and interstate offices may also be required from time to time.Your main responsibilities will include but are not limited toTechnical Support for Network-related products:
Technical support of SD-WAN (and related) equipment and support issues, driving resolutions and SLA achievement.Provide support and design advice to enterprise customers in technical workshops, Major Incident bridges, and product roadmap discussions.Maintain customer SD-WAN networks at the agreed service level, by using the agreed equipment life cycle and information systems practices.Monitoring of networks for both real-time and historical reporting, as well as proactive capacity planning.Provide assistance for any networking and systems issues, including guidance and escalation.Support incident management and Level 1 support teams.Ensure network equipment is kept secure and patched to agreed levels, with severity 1 vulnerabilities to be addressed within 72 hours with an appropriate action plan.Liaise with vendor account managers and SEs as required in resolution processes.Ensure configuration databases are kept up to date and accurate, and monitoring tools are configured correctly to produce appropriate alerts.Adhere to ISO27001 and IRAP security processes and procedures.Business Management Discipline:
Attend daily support stand-up meetings, and other operational forums as required.Ensure timely and accurate compliance with company policies and procedures, provisioning of business data and development of business performance reports.Ensure database accuracy and relevance to service and device records, specifically the engineering aspects of this data.Revenue and profitability growth:
Contribute to the achievement of the Managed Services revenue and profit targets.Skills, Knowledge and ExperienceWe are looking for a well-organised professional, with initiative and enthusiasm.
You will have a minimum of 3 years of relevant experience and will have exposure to the following skills, knowledge & experience:
Experience in deploying and supporting Meraki equipment (particularly MX Security Appliances).Experience with SD-WAN technologies, particularly Meraki.Excellent networking skills and experience including:Working on large enterprise networks in multivendor environmentsRouting protocolsCisco Core and Edge Routing and Switching platformsUnderstanding of the main telecommunications carriers and integrator technologies/productsExcellent written and oral communication skills and demonstrated ability in proactively building relationships with key stakeholders/customers, peers, and colleaguesExperience in troubleshooting and management of networks.Demonstrated ability in proactively building relationships with key stakeholders, customers, peers and colleagues.The following qualifications are highly desirable but not mandatory.
Relevant industry experience will also be considered.
Formal tertiary qualifications in IT or related fieldsMinimum 3 years networking experience in a service provider or large enterprise environment.Meraki certifications (CMNA/CMNO, ECMS 1/2)Cisco certifications (CCNA/CCNP)Why Orro?Orro is an exciting Australian technology company with a wealth of experience and expertise.
We welcome and celebrate diversity of perspectives, background, and experience.
We are committed to creating a workplace that supports diversity of all cultures including LGBTQI and those living with a disability including those on the autism spectrum.
If you require any assistance with submitting your application or need to discuss reasonable adjustments in the recruitment process, please get in touch with us on our website.
We are also a company that takes its Corporate Social Responsibility seriously and we try our best to positively impact society and the environment in all possible ways.
What's in it for you?An opportunity to join a rapidly growing national organisation – we were recognised as one of Australia's fastest growing companies, making the 2021 AFR Fast100 list.The chance to be empowered, take responsibility and facilitate your own leadership skills in a dynamic and supportive environment.A competitive remuneration package and all tools of trade are suppliedAn opportunity for career advancement as we continue to expand with opportunities within our cyber, cloud, collaboration and network divisions.We also support our staff and their loved ones in a variety of ways, including public holiday swaps to support family responsibilities and diversity with religious holidays.
Parental and caregiver leave policies, flexible working, Orro-wide mentoring program, and an emerging leaders development program.
Submit your resume, including a cover letter through the link below.
Your cover letter should be no longer than one page, explaining your suitability for the role.
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