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Level 1/2 Service Desk Engineer at NetVault · Brisbane
Skills
Job Description
Level 1/2 Service Desk Engineer
Brisbane CBD · Full-Time · Immediate Start
Want towork 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 cloudconnections, 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.
At a Glance
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 beneficial
About NetVault
NetVault connects Australian businesses to the internet, cloud, and each other — through a network spanning 14 data centres across Brisbane, Sydney, Melbourne, Perth,Adelaide and Darwin. 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
The Role
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.
WhatYou'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 & TelephonyConfiguration
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 preferred)
Supporting logistics between data centres, offices, and customer sites
Contributing to internal documentation, helpdesk procedures, and knowledge base improvement
Our Core Values
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.
What We're Looking For
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
HighlyRegarded
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
What NetVault Offers You
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, Amazon LEO, 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.