ABOUT US
blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 7th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards. We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.
GOALS:
The Network Engineer serves as a technical escalation point responsible for resolving complex network, security, wireless, and service provider-related issues across customer environments. The role provides advanced troubleshooting capability and operational oversight while ensuring stability, performance, and security of critical customer infrastructure. The engineer is expected to demonstrate deep technical expertise across Fortinet, enterprise networking, wireless, SD-WAN, WAN provider services, and network security technologies. Working closely with Senior Engineers, Project Teams, Vendors, and Customer Technical Teams, the role drives root cause analysis, service improvement initiatives, and technical excellence across the engineering function. As the organisation evolves towards automation-first operations, AIOps, intelligent monitoring, and AI-assisted service delivery, the Escalation Engineer plays a key role in identifying operational efficiencies, reducing recurring incidents, improving observability, and contributing to modern network operations practices.
RESPONSIBILITIES:
- Act as a primary escalation point for complex network, security, wireless, and WAN incidents.
- Lead advanced troubleshooting, root cause analysis, and problem management activities.
- Manage high-risk changes, upgrades, maintenance activities, and service restoration efforts.
- Mentor and support Level 2 engineers through technical guidance and coaching.
- Develop technical standards, documentation, implementation plans, and knowledge resources.
- Support after-hours operational activities, maintenance windows and incident response requirement in accordance with customer service commitments.
- Providing after-hour technical guidance and incident management support to ensure rapid restoration of customer services. support and contributing to the timely resolution of critical customer incidents.
- Providing after-hours to meet changing business, customer, operational and technology requirements.
- Participation in an on-call roster, planned maintenance activities, major incident response and out of hours work will be required in accordance with business and customer requirements
- Responsible for maintaining compliance with organisational policies, customer obligations, security standards, regulatory requirements and industry best practices relevant to their role
Core Technical Capabilities
- Advanced Fortinet Security Fabric expertise.
- Advanced Routing and Switching.
- Enterprise Wireless technologies.
- BGP, OSPF, MPLS, WAN and carrier networking.
- SD-WAN and SASE solutions.
- Network security architecture and best practices.
- ITIL incident, problem, and change management.
Professional Capabilities
- Advanced analytical thinking and structured problem-solving.
- Ability to perform detailed root cause analysis and risk assessment.
- Strong decision-making capability in high-pressure situations.
- Excellent stakeholder management and communication skills.
- Technical advisory and mentoring capability.
- Strong ownership, accountability, and customer focus.
- Available and committed to participating in a rotating on-call support roster.
Modern Engineer & Innovation Capabilities
- Experience identifying automation opportunities and operational efficiencies.
- Exposure to APIs, scripting, and automation platforms.
- Understanding of observability, telemetry, and proactive operations.
- Adoption of AI-assisted troubleshooting and operational workflows.
- Ability to contribute to AIOps, automation, and continuous improvement initiatives.
- Interest in emerging networking, security, and cloud technologies.
Preferred Experience & Differentiators
- Azure networking and hybrid cloud connectivity.
- Windows and Linux administration experience.
- Network automation using PowerShell, Python, or APIs.
- Experience with observability and monitoring platforms.
- Zero Trust and Secure Access Service Edge (SASE) exposure.
- Security-focused certifications or experience.
Requirements
- Bachelor’s degree in information technology, Computer Science, Network Engineering, Cyber Security, or equivalent industry experience desirable.
- 5+ years' experience supporting enterprise, service provider, or MSP network and security environments.
- Proven experience managing technical escalations, major incidents, and complex troubleshooting activities.
- Fortinet FCP/FCSS, Cisco CCNP, Aruba Professional, Palo Alto, or equivalent certifications highly regarded.
- Strong understanding of ITIL service management practices.
- Demonstrated experience mentoring engineers and contributing to technical capability development.
Benefits
blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.
- Competitive salary paid in Australian Dollars (AUD).
- Fully remote work flexibility.
- Regular social events and a fantastic team culture, working alongside experts in their respective fields.
- Ongoing training and professional development opportunities, including company-sponsored certifications.
- High-quality hardware and laptop provided to support your work.
- Employee referral program—refer talented friends and earn rewards when they join the team.
- A collaborative environment focused on growth, innovation, and career progression.
*** Please note, all offers of employment at blueAPACHE are subject to National Police Checking Service.
