Senior Support Engineer

About Us

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.

We're on a mission to empower organisations of every size with secure, fit-for-purpose IT and telecommunications solutions that help them achieve their strategic goals.

The Role

As our Senior Support Engineer, you'll be the senior escalation point for complex IT issues, providing technical leadership within the support team and ensuring the reliable, secure operation of our clients' systems. You'll play a key role in continuous improvement — refining processes, mentoring team members, and working closely with stakeholders to resolve issues efficiently and keep business-critical systems running smoothly.

What You'll Do

• Diagnose, troubleshoot, and resolve advanced incidents across servers, networks, endpoints, and cloud platforms
• Ensure incidents and requests are resolved in line with agreed service levels
• Perform root cause analysis and implement preventative, long-term solutions
• Maintain and improve technical documentation, procedures, and knowledge base articles
• Support and maintain core IT systems, including cloud services, on-premise infrastructure, and security platforms
• Assist with planning and delivery of technical projects and system improvements
• Communicate clearly with stakeholders during incidents, changes, and outages
• Identify opportunities to improve system reliability, security, and user experience

What You'll Bring

Essential

• Strong experience providing senior-level IT support
• Advanced troubleshooting skills across multiple technology stacks
• Solid knowledge of Microsoft 365 services (Exchange, Teams, SharePoint, Entra ID)
• Solid knowledge of Windows desktop and server operating systems
• Experience with Active Directory, Group Policy, and identity management
• Experience with endpoint management and device configuration
• Good understanding of networking
• Experience working in SLA-driven support environments
• Proven ability to perform root cause analysis and implement long-term solutions
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users
• Proven ability to prioritise workload and work effectively under pressure

Desirable

• Knowledge of security best practices
• Experience contributing to or leading technical projects
• Relevant industry certifications

Why Join 5GN Group?

Be part of a growing, dynamic organisation at the intersection of telecommunications and cyber security, with genuine opportunities to develop your career and make an impact.

A National Police Check will be required prior to commencement.

Apply now to join a team that's shaping the future of secure, connected business in Australia.