About the Organisation
Join a national, mission‑driven Not‑for‑Profit (NFP) delivering business‑critical technology services. There’s stability, meaningful work, and a genuine commitment to treating people like individuals, not numbers.
Why This Role Matters
You’ll act as the primary escalation point for incidents the NOC can’t resolve—bridging operational support and engineering. You’ll troubleshoot performance issues, fibre/optical faults, routing anomalies, and connectivity problems, ensuring customers stay online and informed.
Why You’ll Love Working Here
You’ll be joining one of Australia’s most respected organisations—known for engineering excellence, reliability, and a culture that values continuous improvement. You’ll work alongside high‑calibre engineers, gain exposure to both IP and optical technologies, and play a pivotal role in keeping critical national infrastructure running smoothly.
Benefits
- Mobile & internet allowances
- Annual bonuses
- Salary sacrifice options (NFP)
- Recession‑resilient sector
- Above‑market superannuation
- Above‑market parental leave
- Strong career advancement focus
- Close to public transport + onsite free parking
What You’ll Be Doing
- Escalation Handling
You’ll step in when NOC Support Engineers hit a wall, taking ownership of issues such as:
- Network devices going offline
- Diagnosing whether the fault is with the device, router, optics, or fibre
- Escalating to engineering when required
- Strong preference for candidates with fibre or optical troubleshooting experience
- ISP Network Troubleshooting
You’ll work across the full spectrum of ISP-related escalations, including:
- Slow speeds, performance degradation, or intermittent connectivity
- Running, reading, and interpreting traceroutes
- Identifying root cause and isolating whether issues sit with:
- the ISP
- the customer
- a single site
- P3/P4 non-complex faults
- Ensuring clear documentation and RCA input where required
- Customer Engagement (High EQ Required)
You won’t take inbound calls, but you will:
- Call customers back for deeper troubleshooting
- Ask probing, intelligent questions without causing friction
- Deliver confident, calm explanations to both technical and non-technical users
- Represent the brand with professionalism and empathy
This role requires excellent judgement, curiosity, and the ability to guide customers through technical scenarios without overwhelming them.
About You – The Ideal Candidate
We’re looking for someone who brings:
- Due to clearances required for this position, only Candidates that have an Australian Citizenship will be considered.
- ISP experience (strongly preferred)
- Exposure to NOC environments, networking support, and escalation workflows
- Solid troubleshooting ability across:
- routers
- switches
- fibre / optical links
- IP network performance
- Knowledge of network monitoring + ticketing systems
- CCNA/JNCIA or equivalent experience
- Strong communication skills and emotional intelligence
- The ability to remain composed under pressure and own issues end‑to‑end
Ready to explore it?
This will suit someone ambitious who wants scope, ownership, and impact. If you’re ~80% there on the tech and strong on fundamentals, let’s talk.
Apply now or reach out to Jareth at joades@humanisedgroup.com or 0412 540 973.
