Senior Infrastructure and Voice Engineer

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

What is the role 

Monday – Friday, full time (38 hours) role with hybrid options available.

The Senior Infrastructure and Voice Engineer is a senior technical specialist responsible for supporting and delivering secure, reliable, and high-performing infrastructure, networking, cloud, and UC/VoIP solutions. Working closely with Service Delivery and Project teams, you will provide technical escalation support, troubleshoot complex issues, and help ensure client environments meet operational standards and SLAs.

This position forms part of our Solutions Team, offering exposure to specialist expertise and strong opportunities for professional growth and development.

Other key responsibilities include but may not be limited to following:

• Provide Level 3 technical support and escalation across infrastructure, networking, cloud, and Unified Communications (UC) environments.
• Troubleshoot and resolve complex issues relating to LAN/WAN networks, servers, storage, Microsoft technologies, and VoIP platforms.
• Design, implement, and support SIP-based telephony, Microsoft Teams Phone, Direct Routing, and other cloud communication solutions.
• Configure, maintain, and optimise network, server, cloud, and telecommunications infrastructure to ensure performance, security, and reliability.
• Collaborate with Service Delivery, Project teams, clients, telecommunications carriers, and vendors to deliver successful technology outcomes.
• Develop high-level and low-level solution designs, technical documentation, and operational procedures.
• Monitor client environments, respond to incidents, and ensure service delivery meets agreed SLAs.
• Provide technical leadership, mentoring, and guidance to junior engineers and support teams.
• Identify opportunities for process improvement, automation, and operational efficiency.
• Participate in project delivery activities and an on-call support roster as required

Who we are looking for 

Successful candidate must possess:

• Proven 5 years' experience in a Senior Infrastructure and Voice Engineer role, with expertise across infrastructure, cloud, networking, datacentre, carrier, and UC/VoIP technologies.
• Relevant tertiary qualification and/or industry certifications in Fortinet, Cisco, Microsoft (M365, Azure, Teams Voice), VoIP, Unified Communications, or Telecommunications.
• Strong experience supporting enterprise infrastructure, networking, and communications environments, preferably within an MSP, multi-client, datacentre, hosting, or colocation environment.
• Expertise across LAN/WAN, SD-WAN, Wireless, TCP/IP, routing, switching, firewalls, VPNs, VoIP, SIP, RTP, Unified Communications, Microsoft Teams Phone, cloud telephony solutions, and telecommunications carrier services.
• Proven experience designing, implementing, supporting, and troubleshooting complex infrastructure, cloud, network, and voice solutions, including installations, upgrades, migrations, and break-fix support.
• Knowledge of PSTN connectivity, SIP trunking, dial plans, call routing, voice gateways, number porting processes, and carrier networks.
• Hands-on experience with technologies such as Cisco IOS, FortiOS, Microsoft 365, Azure, Windows Server, Linux, Active Directory, VMware, Hyper-V, SAN storage, scripting, databases, backup solutions, web services, remote access technologies, and SSL certificates.
• Strong attention to detail, particularly in documentation, technical accuracy, and service delivery.
• Excellent communication, documentation, stakeholder engagement, and customer service skills, with the ability to build strong working relationships.
• Strong analytical, troubleshooting, and problem-solving capabilities, with effective time management, professionalism, a collaborative team mindset, and a commitment to continuous learning and knowledge sharing.

What we offer

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industry's latest technologies
• Internal career growth for high performers and IT super-stars
• Cost price on products from our suppliers
• Lunches and snacks provided
• Comprehensive Employer Assistance Program
• Bonuses and incentives for upskilling
• Referral bonus

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