About Rubicon 8
We are a leading Australian ICT solutions and Managed Service provider. We partner with Telstra across a range of products and services, including Mobility, Modern Work, Network, Security & Cloud. We deliver and manage solutions for medium and enterprise customers to help them be their best. We know the potential of technology is immense and to support our rapid growth, we are always on the lookout for exceptional talent. Our team is what sets us apart, and our Values underpin everything we do and help our employees achieve their full potential. We build meaningful relationships, and we don't like to over-complicate things. Instead, we show up to make things simple. We're collaborators, fast learners, and experts in our field. Together, we push the boundaries of what's possible to find new, improved solutions. Our people are passionate, high performing and committed. We reward this with a flexible working environment, study assistance, Anniversary Day Leave, career growth opportunities, as well as fun events throughout the year to celebrate and share in each other's success.
About the role
You will be responsible for
providing a managed service to clients to maintain their network infrastructure and systems functionality. You will handle second-line support for incidents and requests of moderate complexity. By monitoring systems, identifying, investigating, and resolving technical incidents and issues, you will work to restore client services. You main responsibility involves reviewing client requests or tickets and applying technical procedures to address them according to service level agreements (SLA).
What you will do (not limited to)
* Provide second-level support to network-related incidents, performing root cause analysis and implementing solutions.
* Proactively monitor network performance and integrity, ensuring quick resolution of issues and minimal downtime
* Perform operational tasks to resolve all incidents/requests in compliance with agreed SLAs.
* Update tickets with resolution tasks performed
* Execute changes with clear identification of risks and mitigation plans to be captured into the change record
* Lead and manage all initial client escalations for operational issues.
* Plan and execute approved network upgrades, maintenance tasks, and configuration changes.
* Audit and analyse incidents and request tickets for quality assurance and recommend improvements with updates to knowledge articles.
* Escalate unresolved customer issues to L3 Engineers with concise descriptions and actions
* Where required, participate in off-site travel to customer sites, data centers, training venues, and other required facilities
* Extended hours or weekend work may be required
* On-call roster may be applicable
What you will bring
* Minimum of 3 years' experience in a network support with an IT Managed Service Provider
* Excellent interpersonal skills.
* Strong problem-solving skills with the ability to diagnose technical issues.
* Solid knowledge of networking protocols (TCP/IP, routing, switching), network security technologies (firewalls, VPNs, IDS/IPS), and network infrastructure components (routers, switches, load balancers).
* General understanding of network security technologies, protocols, and architectures
* General knowledge & experience with Cisco, Meraki, Fortinet, and Palo Alto.
* Relevant Fortinet certifications are desirable
* Experience using a ticketing system such as ConnectWise.
* Ability to work autonomously and in a team environment.