Position: L3 Support Engineer – Internet Systems Engineering
Location: Sydney, NSW
Duration: 6 months
Job Details:
Role Description : L3 Support Engineer – Internet Systems Engineering
Overview:
The L3 Support Engineer provides advanced technical expertise, incident resolution, and platform engineering support for critical Internet Systems Engineering platforms including DNS, DHCP, RADIUS, ACS, LDAP and related authentication, authorization, and network access control systems. This role acts as the escalation point for complex issues, ensuring stability, availability, and performance across enterprise network services.
The engineer collaborates closely with architecture, operations, security, and service delivery teams to maintain highly reliable and secure core network infrastructure components.
Advanced Technical Support (Level 3)
Provide expert troubleshooting and root-cause analysis for complex incidents across DNS, DHCP, RADIUS, TACACS+, ACS, and related network access platforms.
Lead major incident resolution (P1/P2), coordinating cross-functional technical teams as required.
Perform deep-dive analysis on recurring issues and drive long-term corrective actions.
Support escalations from L1 and L2 teams with guidance, mentoring, and technical direction.
Platform Engineering & Maintenance
Maintain and enhance enterprise DNS/DHCP infrastructure
Administer RADIUS/TACACS+/ACS/LDAP platforms for network authentication and authorisation services.
Perform system upgrades, patching, configuration updates, and capacity management.
Implement monitoring, alerting, and observability improvements to increase platform reliability.
Change & Configuration Management
Develop, document, and execute changes in alignment with ITIL processes (Change, Release, Problem).
Create and maintain platform configuration standards, templates, and operational guides.
Conduct impact assessments for configuration or infrastructure changes.
Ensure all changes are risk‑assessed, validated, and fully tested before deployment.
Automation & Continuous Improvement
Identify opportunities to automate routine tasks, workflows, and platform operations.
Develop scripts/tools (Python, PowerShell, Ansible, Shell, etc.) to improve operational efficiency.
Recommend enhancements and drive continuous improvement initiatives for platform performance and stability.
Security, Compliance & Governance
Ensure Internet Services platforms adhere to enterprise security standards and compliance requirements.
Support security investigations involving AAA platforms and identity‑based access controls.
Perform regular configuration reviews, audit support, and vulnerability remediation.
Documentation & Knowledge Management
Produce and maintain high‑quality technical documentation, runbooks, and troubleshooting guides.
Contribute to knowledge transfer sessions for L1/L2 teams.
Maintain up-to-date asset, configuration, and topology documentation.
Essential Skills & Experience
Deep technical expertise in DNS, DHCP, RADIUS, TACACS+, ACS, LDAP and enterprise AAA platforms.
Strong understanding of core networking technologies (TCP/IP, routing, switching, VLANs, firewalls).
Proficiency with Linux and/or Windows Server environments.
Strong scripting capability (Python, Bash, PowerShell, etc.).
Familiarity with monitoring platforms (Grafana, Prometheus, etc.).
Solid understanding of ITIL processes (Incident, Problem, Change).
Desirable Skills
Experience with network automation and IaC tools (Ansible, Terraform, Git).
Exposure to cloud-based DNS/DHCP/AAA solutions (Azure, AWS, GCP).
Knowledge of PKI, certificate management, and secure authentication methods (EAP‑TLS, 802.1X).
Experience working in large enterprise or telco environments.
Behavioural Competencies
Strong analytical and problem‑solving skills.
Excellent communication and incident leadership capability.
Ability to work independently and drive issues to resolution.
High attention to detail and documentation discipline.
Customer‑focused mindset with a commitment to service excellence.
Minimum Years of Experience 10