Helpdesk Network Support

1 day ago

Brisbane, Queensland, Australia Mura Connect Pty Ltd Full time $70,000 - $120,000 per year

About the Company

This Australian IT Consultancy and systems integrator provide a full solution capability encompassing assessment, strategy, architecture, design, implementation and ongoing support and management services.

With a team experienced consultants, engineers and support teams, they specialise in the provision of network, cyber security, automation and cloud & infrastructure technical services and solutions. They pride themselves on high quality delivery to support our clients as partners in their business success.

About the Role

They have recently won over a new client where they will be delivering deliver end-to-end network support, incident response, monitoring, and monthly reporting in line with strict SLAs.

Responsibilities:

  • Level 2/3 network support (business hours + on-call for critical 24x7 incidents)
  • Incident resolution: troubleshooting, diagnostics, root cause analysis
  • Monitoring & alerting using LogicMonitor and vendor dashboards (Meraki, FortiManager, Citrix SD-WAN)
  • BAU network changes (e.g. switch port configs, firewall rules, policy updates)
  • Monthly reporting on incidents and proactive improvement recommendations
  • ITIL-aligned service management: incident/problem/change
  • Physical support (Brisbane metro) or remote guidance (regional sites)
  • Work with Datacom (Level 1) and escalate to vendors/carriers where needed
  • SLA adherence across P1–P4 incidents

Skills and experience:

  • Proven experience with Cisco (CCNA/CCNP) and Meraki
  • Technical knowledge: Citrix SD-WAN, FortiGate, Meraki, Aruba ClearPass
  • Strong troubleshooting and diagnostics (network-focused)
  • ITIL experience (ITIL Foundation cert would be advantageous)
  • Able to perform under pressure in a 24x7 support context
  • Attention to detail – configs, patching, documentation
  • Adaptable to fast-paced, high-availability environments
  • Strong communicator – with vendors, service desks, and execs
  • Proactive, improvement-oriented mindset
  • Resilient and flexible in navigating change
  • Committed to team outcomes in a high-performance, outsourced model

This role will involve some transformation work as well. replacing Citrix SD-WAN with Meraki SD-WAN and Aruba/HP switches and APs with Meraki and well as introducing Netskope (SSE/SWG.)

This is an exciting opportunity to work on a range of networking technologies, learn some you don't and be involved in supporting existing technology and helping transition from some legacy stuff to new solutions

For more information call Paul Thomson on or send your resume to

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