About The Role
We are seeking a skilled and customer-focused Level 2 Network Support Engineer to join our Sydney team to provide second-line technical support to Nexon’s Managed Services customers. This role is ideal for an experienced L2 engineer ready to take ownership of escalations, work across diverse client environments and deepen their networking expertise in a fast-paced MSP setting. You will play a critical role in maintaining, troubleshooting and improving network infrastructure across multiple clients, ensuring high availability, performance and security. Key responsibilities
- Provide L2 support for network incidents and service requests via ticketing system, phone and email, ensuring clear customer communication and high-quality ticket notes.
- Perform in-depth troubleshooting using structured diagnostics to identify root cause and restore services within agreed SLAs.
- Manage escalations appropriately (to L3/engineering, team lead or vendors/carriers) including providing evidence, logs and clear replication steps.
- Support problem management by identifying recurring incidents, contributing to root cause analysis (RCA) and proposing preventative actions.
- Implement standard changes and configuration updates on customer-facing devices (routers, switches, firewalls, VPN) in line with change processes.
- Provision and maintain customer network services, including core network configuration of customer tails and supplying accurate configuration details in completion advice/handover documentation.
- Ensure assigned infrastructure is configured, installed, tested and operational (remote and/or customer site as required).
- Create and maintain knowledge articles, runbooks and detailed work instructions; identify opportunities to streamline processes.
- Mentor and coach L1 engineers by providing guidance, technical escalation support and feedback to improve first-call resolution.
- Contribute to patching, firmware upgrades and maintenance activities in line with service windows and customer expectations.
Skills & experience
Must have
- 3+ years’ experience in network support (MSP/NOC/service provider environment preferred) providing phone/remote support.
- Hands-on experience installing/configuring/troubleshooting routers, switches, firewalls and VPNs (e.g., Cisco, Meraki, Sophos, Palo Alto).
- Good understanding of routing and switching fundamentals and common services (e.g., VLANs, DHCP, QoS, IP routing protocols).
- Strong customer service, clear communication, and the ability to explain technical concepts to non-technical stakeholders.
- Ability to prioritise and multitask across multiple tickets/incidents while maintaining quality documentation.
- Comfortable working within a rotating roster and participating in service windows as required.
Desirable
- Technical degree/qualification in IT or related discipline.
- Networking certifications (e.g., CCNA or equivalent).
- Exposure to carrier circuits/customer tails, provisioning coordination, and service provider fault management.
- ITSM / ticketing: ServiceNow
About Nexon Nexon Asia Pacific (Nexon) is an award-winning digital consulting and managed services partner for mid-market, and government organizations across Australia. We have a uniquely broad suite of solutions to service clients who require end-to-end capabilities coupled with specialist expertise in security, cloud and digital solutions.
As a certified and accredited local and state government provider, CREST and ISO-certified, Nexon partners with world-class technology vendors to deliver innovative and integrated solutions.
Pointedly structured and culturally driven to deliver the highest standards of responsiveness, competency and transparency, our integrated solutions and close client relationships help propel organizations forward. For expertise, delivered with care, clients can look to the future with Nexon.
