Senior Support Engineer jobs

Senior Support Engineer

Primary Location: Australia and New Zealand

The Digital Technology team designs, develops, and maintains scalable technology solutions powered by innovative architecture, data analytics, and digital capabilities.

Our shared purpose, “Connecting people. Uniting the world,” drives us to be the best airline for our employees, customers, and communities. Inclusion fuels innovation and is central to how we work. Our global team brings together diverse perspectives and cutting-edge technology to help build the best airline in the history of aviation.

Job Overview

This operational support role helps expand the candidate’s knowledge of company best practices, Digital Technology tools, processes, and functions through oversight and mentoring from senior leaders in the Field Services organization. The role supports complex regional projects by coordinating logistics, project plans, training, execution, solution quality, and operational readiness.

The position requires a strong understanding of technical and business requirements, including Local Area Network (LAN), Wide Area Network (WAN), Voice over IP (VoIP), Closed Circuit Television (CCTV), mobility platforms, and infrastructure activities that meet company IT critical infrastructure standards. The role also serves as a key point of coordination between Field Services, internal and external business partners, vendors, and contractors.

Candidate Profile

The successful candidate is highly organized, communicates clearly, and brings a strong background in project management, telecommunications standards and practices, and customer service. They value cultural, ethnic, gender, and individual differences, and help create an environment that encourages learning, inclusion, and support.

Key Responsibilities

• Provide day-to-day field support for regional airports, customer service centers, contact centers, and office locations.
• Support asset lifecycle management, including accurate inventory, hardware tracking, recycling compliance, and adherence to corporate governance requirements.
• Coordinate site logistics, including the intake, staging, deployment, and return of IT equipment to support operational continuity and SLA performance.
• Perform system maintenance, administration, diagnostics, automated PC imaging, and installation or removal of PC equipment and IT infrastructure.
• Manage enterprise-level support, diagnostics, and repairs for iOS and Android devices across the region.
• Maintain Digital Technology infrastructure and end-user equipment to meet expected availability and performance levels.
• Manage and participate in regional project meetings, providing project tracking and operational support.
• Coordinate activities with internal and external technology owners and service providers, including Network Engineering, WAN Engineering, Wi-Fi Engineering, and Mobility Engineering.
• Ensure Main Distribution Frame (MDF) and Intermediate Distribution Frame (IDF) rooms conform to enterprise and industry standards, including BICSI, EIA, and TIA guidelines.

Employment Terms

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, including time-limited visa status, will not be provided.

Equal Opportunity Statement

We are an equal opportunity employer. We recruit, employ, train, compensate, and promote individuals regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, or any other protected status required by applicable law.

Qualifications Minimum Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science or equivalent IT experience
• Minimum of 3-5 years of IT experience
• Experience with iOS and Android mobility platforms, Windows, LAN rooms, and Digital Technology infrastructure, including copper and fiber-optic environments.
• Strong verbal and written communication skills.
• Ability to explain solutions clearly to both technical and non-technical audiences.
• Composure and sound judgment in high-pressure environments.
• Strong problem-solving skills, with the ability to look beyond the obvious and pursue active solutions.
• Technical aptitude and ability to learn new technologies quickly.
• Active commitment to ongoing self-development.