Level 1/2 Service Desk Engineer

Salary: Commensurate of experience

Level 1/2 Service Desk Engineer

Brisbane CBD � Full-Time � Immediate Start

Want to work with technology that most engineers won't touch for years? At NetVault, you'll be hands-on with Starlink low earth orbit satellite deployments, 10Gbps cloud connections, hosted VoIP systems, and carrier-grade data centre infrastructure — from your first week.

NetVault is a Brisbane-based telecommunications and IT infrastructure company that's doing things differently. We're carrier-agnostic, MSP-focused, and growing fast — which means real variety, real responsibility, and real career progression for the right person.

We're looking for a technically curious Level 1/2 Service Desk Engineer to join our close-knit Brisbane CBD team. Whether you're building your foundation in IT or ready to stretch into Level 2 territory, we'll meet you where you are and invest in taking you further.

Location

Brisbane CBD, QLD

Employment Type

Full-Time, Permanent

Experience Required

Level 1: Service desk exposure welcomed | Level 2: 2+ years mandatory

Salary

Competitive — commensurate with experience + all overtime paid / TOIL

Start Date

Immediate (or by arrangement)

Reporting To

Operations Manager and Technical Director

Licence

Current Australian driver's licence required

NetVault connects Australian businesses to the internet, cloud, and each other — through a network spanning ten Tier 3/4 data centres across Brisbane, Sydney, Melbourne, and Perth. We aggregate dozens of wholesale carriers (Telstra Wholesale, Optus Wholesale, NBNCo, AAPT, and more) so our clients and our channel partners always get the best service for their clients.

Our product pillars:

* Internet & Connectivity — Business NBN, NBN Enterprise Ethernet, Business Ethernet, Direct Fibre Access, 4G/5G, SD-WAN, Private MPLS, and Project Sonic (10Gbps cloud connections)

* Voice & Telephony — Hosted PBX, Hosted 3CX, SIP Trunks, Microsoft Teams Direct Routing, Inbound 1300/1800

* Cloud & Co-location — Managed cloud hosting, server infrastructure, co-location across our national DC footprint

* Emerging Technology — We were the first company in Australia to deploy standalone Starlink terminals commercially, and we continue to lead in satellite connectivity for businesses and emergency services

Our primary route to market is through business, government and enterprise clients, MSPs and channel partners — we support their business so they can support theirs.

Requirements

You'll be a central part of our Service Desk and Network Operations Centre (NOC), handling support across internet, voice, and cloud services for our clients, MSP partners and their end customers. The role is deliberately broad — expect variety every day.

What You'll Be Doing

Customer & Partner Support

* Handling Level 1 and Level 2 inbound support via phone and email for clients, MSP channel partners and end customers

* Triaging issues, owning the resolution process, and keeping customers informed at every step

* Escalating and coordinating with Level 3 engineers when required — and learning from every escalation

* Assisting with NOC functions, including communicating scheduled and unscheduled outages

Internet & Carrier Ordering

* Ordering and coordinating NBN and business internet services with wholesale carriers (Telstra, Optus, AAPT, NBNCo)

* Tracking order progress and keeping partners and end-users updated throughout provisioning

Voice & Telephony Configuration

* Assisting channel partners with VoIP, SIP, and telephony requirements

* Configuring Hosted PBX and 3CX systems to end-user specifications

Technical & Field Work

* Preparing, configuring, and deploying routers, firewalls, and CPE at customer premises

* Travelling to customer sites for on-site installations and fault resolution (driver's licence required)

* Supporting logistics between data centres, offices, and customer sites

* Contributing to internal documentation, helpdesk procedures, and knowledge base improvement

These aren't just words on a wall — they guide every decision we make at NetVault, including hiring

Accountability

We own our decisions and follow through — because we share responsibility for each other's success.

Respect

Every person is treated with dignity. Diverse perspectives make us stronger.

Optimism

We see possibility in every challenge and celebrate each other's wins.

Integrity

We do what's right, even when no one's watching. Our reputation is built on trust.

We hire for attitude as much as aptitude. Here's what matters:

Essential

* Excellent verbal and written English — this is a customer-facing role and your communication is your brand

* A genuine passion for technology and problem-solving

* Helpdesk process knowledge and an understanding of escalation paths

* Foundational networking knowledge: TCP/IP, VLANs, routing & switching basics, firewalls

* Some exposure to NBN technologies and how internet services are provisioned in Australia

* Level 1 applicants: any hands-on IT support experience (work, study, or personal projects counts)

* Level 2 applicants: 2+ years of technical support experience in an IT, ISP, or telco environment

? Current Australian driver's licence

Highly Regarded

* Degree or diploma in IT, Network Engineering, or a related discipline

* Previous experience at an ISP, MSP, or telecommunications provider

* VoIP / SIP telephony hands-on experience (3CX, Hosted PBX, or similar)

* Cisco switching and routing (IOS, CCNA or equivalent knowledge)

* Ethernet over Copper, Fibre, or Fixed Wireless internet technologies

* Virtualisation skills — VMware, Hyper-V, KVM, or other HCI platforms

* Data centre or colocation environment experience

* Microsoft Server basics: Active Directory, DNS, DHCP, Exchange

Benefits

We believe that the right candidate deserves more than just a pay cheque. Here's what working at NetVault looks like:

Competitive Pay

Salary commensurate with experience. All overtime paid out or taken as TOIL.

Paid Career Development

Personalised Professional Development Program (PDP) — get paid to study and earn certifications.

Cutting-Edge Tech

Work with Starlink, 10Gbps fibre, SD-WAN, and carrier-grade infrastructure from day one.

Genuine Team Culture

Small, collaborative team. You'll know everyone by name and your contributions will be noticed.

Great Location

Brisbane CBD office — easy to get to, great coffee nearby.

Real Responsibility

No waiting years to do real work. You'll be hands-on with live infrastructure quickly.