Senior Support Engineer

bout the Company

5GN Group is a collective of companies, including 5G Networks, a licensed telecommunications carrier providing network and data centre services across Australia and internationally, and AUCyber, a Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) specialising in IT solutions for mid-market corporate clients and government entities.

The Role

We are seeking an experienced and customer-focused Senior Support Engineer to join our team and play a key role in delivering high-quality technical support to our customers. You will be responsible for proactively monitoring customer environments, responding to service requests, and ensuring issues are resolved efficiently and effectively.

Working as part of a collaborative and technically capable team, you will manage and resolve service tickets, support internal business units and professional services teams, and contribute to the ongoing improvement of systems, processes, and documentation. This role is well suited to someone who enjoys problem-solving, engaging with customers, and continuously developing their technical skills.

An NV1 security clearance is highly desirable. Applicants who do not currently hold a clearance must be eligible and willing to obtain NV1 clearance as part of their employment.

Key Responsibilities:

• Action and resolve customer service tickets
• Provide clear and professional communication to customers
• Act as an escalation point for complex or high-impact incidents
• Support internal teams and participate in team meetings
• Identify and implement process and technical improvements
• Maintain accurate documentation and timesheets
• Follow best practice and established procedures

To be successful in this role you will need:

Essential

• Cert IV in IT and/or relevant qualification, or 5+ years’ IT industry experience
• Experience with Windows Server and Microsoft 365
• Exposure to backup solutions and security appliances/software
• Switching and routing experience
• Strong communication and time-management skills
• Class C driver’s licence

Desirable

• Vendor certifications (Microsoft, Veeam, Sophos, Cisco, etc.)
• Networking or security certifications

About you:

• Customer-focused and reliable
• Able to work independently and within a team
• Keen to learn, upskill, and take on more responsibility

What’s in it for you?

We are committed to helping you reach your professional development goals; we have established relationships with Tier 1 industry vendors and can offer multiple career development pathways.

We also offer birthday leave – yes, a paid day off to celebrate your birthday! Sound like somewhere you’d like to work? Well, if you have the skills, experience and attitude for the role then click apply!

Note: Applicants who have previously applied for this role need not reapply. Your previous application will be considered.