Mortgage House Capital Pty Ltd is the administrative
company within the Mortgage House Group for a number of mortgage origination
companies. Mortgage House is an independent privately owned award
winning finance group with over 35 years’ experience of providing exceptional
levels of service to our valued customers. We have a service philosophy
that enables a broad range of customers to have access to quality home loan and
financial products. We are a performance driven organisation transforming
the way we work to serve our customers and embrace people who are just as
dedicated and passionate about their career.
Mortgage House is an active participant in the Securitisation (RMBS) market.
The IT Support Engineer — Level 2 (Infrastructure & Network) is accountable
for the end-to-end ownership and resolution of Level 2 incidents and service
requests within Mortgage House’s infrastructure, network, and endpoint
environment. The role operates as the primary technical bridge between Level 1
support and Level 3 engineering, with responsibility for structured escalation
governance, root cause analysis, and proactive system stability. All work is
performed within a governed, audit-ready, automation-first operating model
aligned to APRA CPS 234, ISO 27001, and SOC 2 control expectations.
KEY RESPONSIBILITIES
Responsibilities are set out below and will be reviewed quarterly:
·Manage and resolve Level 2 incidents within
agreed SLA targets
·Conduct structured troubleshooting to identify
root causes and prevent recurrence
·Escalate complex issues to Level 3 with complete
diagnostics and impact analysis
·Maintain accurate, audit-ready documentation in
JSM and Confluence
·Reduce repeat incidents through proactive
follow-up and preventative measures
·Install, configure, and maintain network
infrastructure including switches, routers, firewalls, and Wi-Fi
·Support and administer servers, virtualisation
platforms, storage, and core network services
·Manage cloud and hybrid environments including
Microsoft Azure and Microsoft 365
·Proactively monitor systems and remediate issues
using alerting and automation tools
·Perform firmware updates, patch management, and
infrastructure maintenance within change windows
·Administer identity and access management using
Entra ID, Active Directory, and Intune
·Ensure compliance with security standards, CPS
234 requirements, and least privilege principles
·Detect, contain, and escalate security incidents
following incident response procedures
·Develop automation, scripting, and
infrastructure-as-code solutions to improve efficiency and reliability
Manage and resolve Level 2 incidents within agreed SLA targets
SKILLS, KNOWLEDGE & EXPERIENCE
Technical — Required
- •Demonstrated experience with network
infrastructure: switches, routers, firewalls, VLANs, VPN, DNS, DHCP
- •Proficiency in Microsoft Azure, Entra ID, Active
Directory, Microsoft 365, Intune, and Defender
- •Competency in structured troubleshooting, log
analysis, and root cause identification
- •Scripting capability in PowerShell, Python, or
equivalent for task automation
- •Understanding of ITSM frameworks and experience
operating within JSM or equivalent platforms
- •Familiarity with APRA CPS 234, ISO 27001, and
SOC 2 control environments
Install, configure, and maintain network infrastructure including switches, routers, firewalls, and Wi-Fi access points
- •Experience with infrastructure monitoring and
observability tooling (e.g. Zabbix, Datadog, Azure Monitor)
- •Exposure to infrastructure-as-code or
configuration management practices
- •Relevant certification: CompTIA Network+, CCNA,
AZ-104, MS-102, or equivalent
QUALIFICATIONS
Relevant qualifications from a recognised college or university with a major in
Computer Science, ICT, Systems Engineer or a closely related field
PERSONAL ATTRIBUTES
- •Structured, evidence-based approach to
problem-solving and decision-making
- •Clear written and verbal communication,
including with non-technical stakeholders
- •Ownership mentality — takes accountability for
outcomes, not just tasks
- •Ability to manage concurrent workstreams with
competing priorities under SLA pressure
- •Commitment to continuous improvement, knowledge
sharing, and governance compliance
EXPERIENCE
Minimum 1 year of experience in a similar position.
