Technical Support Engineer Vocus Group•Abbotsford, VIC, AU
We are seeking a motivated and technically skilled Technical Support Engineer to provide Tier I and Tier II support across our telecommunications infrastructure.
In this critical role, you will help maintain the reliability, availability, and performance of our Private Wireless 4G/5G Networks, radio systems, microwaves and associated technologies.
You will troubleshoot and resolve network issues, support deployment activities, and escalate complex incidents in line with established operational procedures and service expectations.
*Please note our offices are currently based in our Abbotsford, VIC, and will relocate to Mitcham, Vic in the second half of 2026. This role will include a periodic shift roster of 24/7 support.
What you'll be responsible for:
* Serve as the first point of contact for Tier I/II support requests, delivering prompt and effective assistance across our telecommunications stack including core network, radio, transmission, user equipment, and connectivity.
* Diagnose and resolve issues or escalate complex incidents to Tier III or specialist teams when required.
* Support the configuration, deployment, and maintenance of network and telecommunications equipment.
* Proactively monitor network and device performance to identify and resolve issues before they impact service.
* Manage user equipment configurations for both new deployments and ongoing operations.
* Document support interactions, configuration changes, and resolution processes in the ticketing system.
* Produce monthly performance reports and issue trend analyses for internal teams and customers.
* Maintain and update internal knowledge bases and technical documentation.
* Collaborate with third-party vendors and service providers to coordinate incident resolution and enhance service delivery.
* Participate in an on call support roster, providing afterhours assistance as required.
* Ensure all activities comply with industry standards, internal policies, and best practice guidelines.
What you'll bring to this role:
* This role would suit a recent graduate with a Bachelor's degree in Telecommunications, Computer Science, or a related discipline, with equivalent practical experience.
* Excellent analytical, communication, and interpersonal skills.
* Demonstrated experience in Tier I/II telecommunications or network support roles - Desired.
* Understanding of 4G/5G network architecture and proficiency with Linux operating systems – Desired.
* Hands‐on experience with common network tools and diagnostics (e.g., SSH, traceroute, Wireshark, IPSec) - Desired
* Ability to work independently and collaboratively in a fast‐paced environment.
* Industry certifications (e.g., Cisco CCNA, CCNP, or equivalent) are highly regarded.
Preferred Skills
* Experience providing remote technical support.
* Strong accountability and the ability to meet defined SLAs.
* A proactive, self driven approach to continuous learning and skill development.
What We Offer
* Competitive remuneration and benefits package.
* Opportunities for career development and professional training.
* A supportive, dynamic, and innovation focused team environment.
Benefits
* Diverse and dynamic teams with a supportive and inclusive culture.
* Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
* Flexible hours and a hybrid working environment
* Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
* Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
* Study assistance programs to excel your personal growth, learning and development.
* Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
* Diverse and dynamic teams with a supportive and inclusive culture.
* Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
* Flexible hours and a hybrid working environment
* Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
* Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
* Study assistance programs to excel your personal growth, learning and development.
* Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.
Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people's lives.
With us, you'll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you'd do a great job, but are worried you don't tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they're not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
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