Network Support Specialist

The Network Support Specialist plays a critical role in maintaining the integrity, availability, and performance of our network services. This position is responsible for proactive monitoring to minimise service disruptions, providing first and second-level troubleshooting, providing support as a technical escalation point for network incidents. The role also supports the coordination and execution of network changes and contributes to incident response by performing troubleshooting and collaborating with internal teams and external vendors to restore services efficiently. Success in this role requires a proactive, solutions-focused mindset and the ability to respond decisively in dynamic operational environments.

About AARNet

Australia’s Academic and Research Network (AARNet) was established in 1989 and is widely regarded as the founder of the Internet in Australia and renowned as the architect, builder and operator of world-class network infrastructure for research and education. As Australia’s National Research and Education Network (NREN). We connect over one million users — researchers, faculty, staff, students, hospitals, vocational training providers, schools and museums — across Australia. We are an organisation of innovators, doers, and courageous thinkers. We don’t settle for the status quo; instead, we anticipate the future needs of our customers and build solutions today. If you share our imagination, foresight, and drive to shape the future, why not come and join us?

www.aarnet.edu.au

The Role

The Network Support Specialist plays a critical role in maintaining the integrity, availability, and performance of our network services. This position is responsible for proactive monitoring to minimise service disruptions, providing first and second-level troubleshooting, providing support as a technical escalation point for network incidents. The role also supports the coordination and execution of network changes and contributes to incident response by performing troubleshooting and collaborating with internal teams and external vendors to restore services efficiently. Success in this role requires a proactive, solutions-focused mindset and the ability to respond decisively in dynamic operational environments.

Responsibilities

Network Monitoring and Troubleshooting:

· Proactively monitor the AARNet network using available tools.

· Identify and assist in resolving faults across the IP and Optical network.

· Act as a technical escalation point for the Operations Centre, providing assistance and escalating to engineering teams when necessary.

Incident Management

· Respond and troubleshoot escalated network incidents and service disruptions with urgency and precision.

· Collaborate with internal teams to coordinate response efforts and drive timely resolution.

· Conduct root cause analysis for non-complex faults and contribute to post incident reviews.

Change Management

· Review and assist in the approval process for network change requests.

· Facilitate communication with internal teams and external vendors to coordinate planned maintenance and emergency change activities.

· Validate and document network changes in alignment with ITIL principles.

Documentation and Reporting

· Maintain clear and consistent records of incident resolution, escalation paths and change events across systems.

· Assist in the development and upkeep of technical documentation and knowledge base articles to ensure transparency and knowledge sharing.

· Assist in generating operational reports and identifying trends in incidents and changes to inform continuous improvement.

Expertise, experience & qualifications

· 3 years’ experience in a NOC or network support role, ideally within telecommunications.

· Experience with network monitoring and ticketing systems.

· CCNA or JNCIA or equivalent networking experience.

· ITIL certified or familiarity with ITIL framework and Incident and Change Management processes.

· Demonstrated ability to remain calm and effective under pressure, particularly during major incidents.

· Strong team orientation with a commitment to continuous improvement.

· Excellent written and verbal communication skills.