" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eSystem Support Engineer - After Hours\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"19926\"\u003e IT \u0026amp; Telecomms \u003c/li\u003e \u003cli data-id=\"19927\"\u003e System Administration \u003c/li\u003e \u003cli data-id=\"19928\"\u003e Remote \u003c/li\u003e \u003cli data-id=\"19929\"\u003e Permanent / Full Time \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 20/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cdiv class=\"description\"\u003e \u003cstrong\u003eSydney, Melbourne or Newcastle preferred | 7:00 PM - 7:00 AM roster | Level 2 Infrastructure \u0026amp; Network Support\u003c/strong\u003e\u003cbr\u003e About the role Nexon\u0027s Managed Services team is looking for an experienced Level 2 Infrastructure \u0026amp; Network Support Engineer to join our permanent after-hours team. You will provide onshore overnight support across both infrastructure and networks for a broad range of Australian customers.\u003cbr\u003e Working remotely on a 4-on / 4-off night roster, you will take customer calls, monitor priority alerts, resolve L2 incidents, deliver approved overnight maintenance and escalate to senior engineers, vendors or carriers when needed - always finishing with a clear handover to the day team.\u003cbr\u003e This role suits a calm, practical and customer-focused engineer with strong skills in either infrastructure or networking and solid hands-on experience in the other. You don\u0027t need to be an expert in every product listed - but you do need to be confident troubleshooting across the full-service path.\u003cbr\u003e \u003cbr\u003eWhat you will do \u003cul\u003e \u003cli\u003eAnswer inbound customer calls and monitor the after-hours ServiceNow dashboard, triaging and prioritising P1 and P2 incidents and alerts.\u003c/li\u003e \u003cli\u003eOwn incidents and service requests from triage through to resolution, escalation or handover within agreed service levels.\u003c/li\u003e \u003cli\u003eTroubleshoot infrastructure issues across Windows Server, Microsoft 365, Azure, identity, virtualisation, backup and endpoint services.\u003c/li\u003e \u003cli\u003eTroubleshoot network issues across routing, switching, firewalls, VPNs, wireless, internet links and customer connectivity.\u003c/li\u003e \u003cli\u003eEscalate to senior engineers, vendors or carriers with clear evidence - logs, test results, business impact and actions taken.\u003c/li\u003e \u003cli\u003eKeep customers and internal stakeholders updated in plain language throughout an incident.\u003c/li\u003e \u003cli\u003eDeliver planned overnight work, including server patching, network firmware upgrades, approved changes and vulnerability remediation - with pre-checks, validation and backout plans.\u003c/li\u003e \u003cli\u003eMaintain accurate ticket notes, knowledge articles and runbooks, and provide a structured handover to the day team.\u003c/li\u003e \u003cli\u003eSupport and guide L1 engineers to lift troubleshooting quality and first-contact resolution.\u003c/li\u003e \u003cli\u003eSpot recurring issues and repetitive tasks and suggest fixes, standardisation or automation to improve after-hours support.\u003c/li\u003e \u003c/ul\u003e What you will bring Core experience \u003cul\u003e \u003cli\u003e4+ years\u0027 hands-on experience in infrastructure or network support at L2 level, ideally within a Managed Service Provider (MSP), Network Operations Centre (NOC) or service provider environment.\u003c/li\u003e \u003cli\u003eStrong capability in either infrastructure or networking, with working knowledge of the other.\u003c/li\u003e \u003cli\u003eExperience using ServiceNow or a similar ITSM platform to manage incidents, changes, service levels and handovers.\u003c/li\u003e \u003cli\u003eConfidence handling customer calls, assessing impact and priority, and coordinating the response to P1 and P2 incidents.\u003c/li\u003e \u003cli\u003eAbility to work independently overnight while following escalation, change and communication processes.\u003c/li\u003e \u003cli\u003eClear written and verbal communication, including explaining technical issues to non-technical people.\u003c/li\u003e \u003cli\u003eAvailability to work a permanent 7:00 PM to 7:00 AM, 4-on / 4-off roster, including weekends and public holidays when rostered.\u003c/li\u003e \u003c/ul\u003e Infrastructure capability \u003cul\u003e \u003cli\u003eWindows Server and core services such as Active Directory, Group Policy, DNS, DHCP, file services and Remote Desktop Services.\u003c/li\u003e \u003cli\u003eMicrosoft 365, Exchange Online, Azure services, identity and security administration.\u003c/li\u003e \u003cli\u003eVirtualisation and virtual desktop technologies such as VMware, Hyper-V, Citrix or Azure Virtual Desktop.\u003c/li\u003e \u003cli\u003eBackup, recovery and business continuity technologies such as Veeam, ShadowProtect or SkyKick.\u003c/li\u003e \u003cli\u003eEndpoint, email and internet security concepts and tools.\u003c/li\u003e \u003cli\u003ePowerShell or other automation experience is desirable.\u003c/li\u003e \u003c/ul\u003e Network capability \u003cul\u003e \u003cli\u003eHands-on support of routers, switches, firewalls, VPNs and wireless services.\u003c/li\u003e \u003cli\u003eGood understanding of TCP/IP, VLANs, DHCP, DNS, quality of service, routing and switching fundamentals.\u003c/li\u003e \u003cli\u003eExperience with Vendors such as Cisco, Meraki, Fortinet, Aruba Sophos or Palo Alto.\u003c/li\u003e \u003cli\u003eExperience with WAN, LAN, Wireless, switching and SD-WAN technologies and principles\u003c/li\u003e \u003cli\u003eExposure to carrier circuits, customer tails, link provisioning and service provider fault management is desirable.\u003c/li\u003e \u003cli\u003eAbility to interpret device logs, monitoring alerts, network paths and connectivity test results.\u003c/li\u003e \u003c/ul\u003e About you \u003cul\u003e \u003cli\u003eYou remain calm and methodical during customer-impacting incidents.\u003c/li\u003e \u003cli\u003eYou take ownership, communicate early and follow issues through to a clear outcome or structured handover.\u003c/li\u003e \u003cli\u003eYou balance technical quality with urgency, customer impact and service commitments.\u003c/li\u003e \u003cli\u003eYou work well independently and collaborate effectively with broader support and engineering teams.\u003c/li\u003e \u003cli\u003eYou are detail-focused, process-aware and committed to continuous improvement.\u003c/li\u003e \u003c/ul\u003e Desirable qualifications \u003cul\u003e \u003cli\u003eIndustry certifications such as Microsoft Azure, Microsoft 365, CCNA or equivalent vendor certifications.\u003c/li\u003e \u003cli\u003eIT service management training or certification.\u003c/li\u003e \u003c/ul\u003e \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"931833\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "