Senior Customer Support Specialist

CSE Crosscom is seeking a Senior Customer Support Specialist to join our Global Support Centre. This is an opportunity to combine advanced technical troubleshooting with technical leadership, mentoring and a strong focus on customer service excellence.

You’ll play a key role in supporting complex network environments, leading incident resolution and helping our support team deliver reliable, high-quality service to customers across a range of industries.

Reporting to the Network Engineering Manager, you’ll provide Level 2 and Level 3 technical support across customer environments, including LAN, WAN, wireless, radio and enterprise networking technologies.

As a senior member of the team, you’ll act as the primary escalation point for complex incidents, guide and mentor Customer Support Specialists, and help maintain the reliability, performance and continuous improvement of our support services.

Working closely with customers, vendors, field technicians and engineering teams, you’ll take ownership of technical challenges and help deliver effective, timely and sustainable outcomes.

• →Provide advanced Level 2 and Level 3 troubleshooting across enterprise networks, wireless, radio and related technologies.
• →Lead the investigation and resolution of complex technical incidents, including major incidents and root cause analysis.
• →Act as the technical escalation point, providing guidance and support to Customer Support Specialists.
• →Mentor and coach team members to build technical capability, confidence and consistency.
• →Review technical change plans, documentation and customer-facing deliverables to ensure quality and manage implementation risks.
• →Proactively monitor customer network infrastructure and service performance using network monitoring and diagnostic tools.
• →Maintain strong customer relationships and coordinate with internal teams, vendors and field technicians to resolve service issues.
• →Ensure compliance with service level agreements (SLAs), operational procedures and key performance indicators (KPIs).
• →Contribute to knowledge sharing, technical documentation, process improvement and operational excellence.
• →Support projects, deployments, planned maintenance and service transitions as required.

You’re a technically capable networking professional who enjoys tackling complex problems and helping others succeed. You bring a customer-first mindset, sound technical judgement and the confidence to take ownership of escalated issues through to resolution.

To be successful in this role, you will have:

• A current Cisco Certified Network Associate (CCNA) certification.
• Strong knowledge of IP networking, including routing, switching, VLANs, VPNs, firewalls and network troubleshooting methodologies.
• Demonstrated experience supporting enterprise, industrial or managed network environments.
• Advanced troubleshooting, analytical and problem-solving skills.
• Experience mentoring colleagues or providing technical guidance to support teams.
• The ability to review technical documentation, change plans and customer deliverables.
• Excellent written and verbal communication skills, with a strong commitment to customer service.
• Well-developed organisational and time management skills, with the ability to prioritise competing demands in a fast-paced environment.

While not essential, the following experience and qualifications will be highly regarded:

• Cisco Certified Network Professional (CCNP) certification.
• Tertiary qualifications in IT, networking, telecommunications, radio communications or a related discipline.
• Knowledge of ITIL practices, including Incident, Problem and Change Management.
• Experience with network monitoring, performance management and diagnostic tools.
• Vendor certifications across technologies such as Cisco, Juniper, Fortinet, Cambium, Nokia, Huawei, Motorola, DAMM or TAIT.
• Experience in managed services, telecommunications, mining, industrial communications or critical infrastructure.

In return CSE Crosscom can offer an excellent opportunity to grow your career, in a stable and expanding environment. 

On top of:

• Attractive renumeration package and benefits 
• Excellent personal development opportunities with training, education, mentorship and upskilling 
• Career growth with a fast-growing company
• Numerous employee benefits and HR resources
• Excellent stability and long-term prospects with expansion of clients and services in every state. 

At CSE we are committed to creating a supportive and inclusive work environment where all employees can thrive, which are reflected in our values.