Technical Operations Specialist

The Opportunity We are seeking an experienced Technical Operations Specialist to join our Specialist Operations team in Adelaide or in Melbourne. Reporting to the Specialist Operations Manager, you will act as the senior escalation point for complex customer incidents and technical issues across Fortinet and Cisco Meraki SD-WAN environments. This role works closely with our NOC, Engineering, and Architecture teams to deliver exceptional operational outcomes, maintain network performance, and improve customer experience. You will play a critical role in supporting highly sensitive customer environments, executive escalations, and complex networking and security incidents. Please note this role will require you to be in an on-call roster and occasional overtime will be required. What you’ll be responsible for Provide advanced operational support and technical expertise for Fortinet and Cisco Meraki SD-WAN solutions. Act as a senior escalation point for complex network, security, voice, and customer service incidents. Partner with SD-WAN Architecture, Engineering, and NOC teams to ensure successful deployment and ongoing operation of customer solutions. Diagnose and resolve complex WAN, LAN, routing, switching, security, and voice-related issues within agreed SLAs. Manage executive, platinum customer, and business-critical escalations, maintaining clear communication and ownership throughout the incident lifecycle. Support continuous improvement initiatives to enhance service quality, network performance, and customer outcomes. Develop, maintain, and share technical documentation, operational standards, and support procedures across teams. Mentor and support team members through knowledge sharing, technical guidance, and coaching. What you’ll bring to the role You are a highly skilled networking professional with strong troubleshooting capability and a passion for delivering exceptional customer outcomes. You thrive in technically challenging environments, remain calm under pressure, and take ownership of incidents from investigation through to resolution. 5+ years' experience within the telecommunications, managed services, or ISP industry. 5+ years' experience supporting enterprise LAN, WAN, and networking environments. 3+ years' experience deploying, supporting, and managing SD-WAN technologies. Strong hands-on experience with Fortinet and Cisco Meraki solutions. Fortinet NSE certification (NSE4, NSE5, NSE6) or equivalent practical experience. Strong knowledge of MPLS, VPNs, IP routing protocols including OSPF, BGP, EIGRP, and RIP. Experience supporting enterprise switching platforms and network security technologies. Industry certifications such as CCNP, JNCIS-SP, or equivalent highly regarded. Strong understanding of DNS, web hosting, packet analysis, and packet capture tools. Experience supporting IP Voice technologies and converged network environments. Excellent written and verbal communication skills with a customer-first mindset. Ability to work independently while contributing positively within a collaborative team environment.