The Role

Our client are currently delivering a brand new product that will soon transition into operational support for a key customer. This role will be responsible for supporting critical communication systems used in air traffic control operations. These systems provide essential voice and data communication capabilities, ensuring the safety and efficiency of airspace operations.

We require an experienced IT/Networking Service Engineer to provide vendor support in line with contractual obligations and service-level agreements (SLAs). This role involves direct customer engagement to ensure expectations are met and systems perform according to specified requirements.

Responsibilities

• Responding to technical enquiries related to system performance, troubleshooting, and error resolution within agreed response times.
• Acting as the first point of contact for customers regarding technical service issues throughout system lifecycles.
• Capturing, analysing, and resolving reported incidents and problems.
• Coordinating with development teams on error analysis and troubleshooting.
• Providing technical guidance to customers on system operation, configuration, and maintenance.
• Performing system audits, software deployments, and integration of system components into existing environments.
• Supporting continuous product improvement by relaying customer feedback to product management.
• Drafting and updating technical documentation related to system functionality and interfaces.
• Conducting system testing in both test environments and on customer premises.
• Travelling to client sites within Australia and internationally for training and technical support.
• Additional responsibilities may be assigned as required.

Experience Required

• At least five years of support experience in mission-critical environments, ideally in air traffic control (ATC) or related industries.
• Hands-on experience with hardware/software defect analysis and resolution in a customer-facing role.
• Familiarity with ticketing tools such as Jira or ServiceNow for tracking issues and updates.
• Experience with Voice Communication Systems in safety-critical industries (e.g., ATC, rail, mining, emergency services).
• Understanding of ATC functions and operational environments.
• Experience working under strict government regulations and contractual frameworks (e.g., ASDEFCON).

Key Skills Required

• Software Deployment Systems
• Basic Linux databases (MS SQL, Oracle) and troubleshooting
• Networking (Cisco, Juniper, Palo Alto, Fortinet)
• VoIP (SIP, RTP)
• Virtualisation (VMware, ESXi)
• Network monitoring (Zabbix)
• Protocol analysis (Wireshark)
• Container orchestration (Docker)
• VoIP/SIP troubleshooting
• Log analysis (Elasticsearch)
• Telecommunications protocols and interfaces

Qualifications & Job Requirements

• A bachelor's degree (or equivalent) in Engineering, Communications, Software, IT, or a related field.
• Eligibility to obtain and maintain a Defence Security Clearance (NV1 or higher).
• Willingness to travel domestically and internationally for work and training.
• Availability outside standard business hours (8 AM - 6 PM) for urgent customer support, either remotely or on-site.

If you think you match the above criteria, please apply in Word format only. PDF is also accepted.

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