Mortgage House Capital Pty Ltd is the administrative company within the Mortgage House Group for a number of mortgage origination companies. Mortgage House is an independent privately owned award winning finance group with over 35 years’ experience of providing exceptional levels of service to our valued customers. We have a service philosophy that enables a broad range of customers to have access to quality home loan and financial products. We are a performance driven organisation transforming the way we work to serve our customers and embrace people who are just as dedicated and passionate about their career. Mortgage House is an active participant in the Securitisation (RMBS) market. The IT Support Engineer — Level 2 (Infrastructure & Network) is accountable for the end-to-end ownership and resolution of Level 2 incidents and service requests within Mortgage House’s infrastructure, network, and endpoint environment. The role operates as the primary technical bridge between Level 1 support and Level 3 engineering, with responsibility for structured escalation governance, root cause analysis, and proactive system stability. All work is performed within a governed, audit-ready, automation-first operating model aligned to APRA CPS 234, ISO 27001, and SOC 2 control expectations. KEY RESPONSIBILITIES Responsibilities are set out below and will be reviewed quarterly: ·Manage and resolve Level 2 incidents within agreed SLA targets ·Conduct structured troubleshooting to identify root causes and prevent recurrence ·Escalate complex issues to Level 3 with complete diagnostics and impact analysis ·Maintain accurate, audit-ready documentation in JSM and Confluence ·Reduce repeat incidents through proactive follow-up and preventative measures ·Install, configure, and maintain network infrastructure including switches, routers, firewalls, and Wi-Fi ·Support and administer servers, virtualisation platforms, storage, and core network services ·Manage cloud and hybrid environments including Microsoft Azure and Microsoft 365 ·Proactively monitor systems and remediate issues using alerting and automation tools ·Perform firmware updates, patch management, and infrastructure maintenance within change windows ·Administer identity and access management using Entra ID, Active Directory, and Intune ·Ensure compliance with security standards, CPS 234 requirements, and least privilege principles ·Detect, contain, and escalate security incidents following incident response procedures ·Develop automation, scripting, and infrastructure-as-code solutions to improve efficiency and reliability Manage and resolve Level 2 incidents within agreed SLA targets SKILLS, KNOWLEDGE & EXPERIENCE Technical — Required •Demonstrated experience with network infrastructure: switches, routers, firewalls, VLANs, VPN, DNS, DHCP •Proficiency in Microsoft Azure, Entra ID, Active Directory, Microsoft 365, Intune, and Defender •Competency in structured troubleshooting, log analysis, and root cause identification •Scripting capability in PowerShell, Python, or equivalent for task automation •Understanding of ITSM frameworks and experience operating within JSM or equivalent platforms •Familiarity with APRA CPS 234, ISO 27001, and SOC 2 control environments Install, configure, and maintain network infrastructure including switches, routers, firewalls, and Wi-Fi access points •Experience with infrastructure monitoring and observability tooling (e.g. Zabbix, Datadog, Azure Monitor) •Exposure to infrastructure-as-code or configuration management practices •Relevant certification: CompTIA Network, CCNA, AZ-104, MS-102, or equivalent QUALIFICATIONS Relevant qualifications from a recognised college or university with a major in Computer Science, ICT, Systems Engineer or a closely related field PERSONAL ATTRIBUTES •Structured, evidence-based approach to problem-solving and decision-making •Clear written and verbal communication, including with non-technical stakeholders •Ownership mentality — takes accountability for outcomes, not just tasks •Ability to manage concurrent workstreams with competing priorities under SLA pressure •Commitment to continuous improvement, knowledge sharing, and governance compliance EXPERIENCE Minimum 1 year of experience in a similar position.