Job Description

Employment Type Permanent

Closing Date 15 Sept 2023 11:59pm

Job Title Network Technical Support (Mandarin Speaker \xe2\x80\x93 Open to FRESH GRADUATES)

Job Summary



We\'re Australia\'s leading telecommunications and technology company. And with a global presence in more than 22 countries, we have a strong global footprint. Our purpose is to build a connected future so everyone can thrive. We\'re all about providing the best experience and delivering the best tech on the best network.

We are committed to making Telstra the best place to work and creating a diverse and inclusive workplace that works for everyone.

Here\xe2\x80\x99s what you can expect from us

• Flexible working. We value flexible working arrangements and strive to provide them whenever possible. However, we recognize that certain roles and employment contracts may not allow for such arrangements.
• Pay for performance. We recognise outstanding contributions through our generous incentive programs.
• Parental Leave.
• Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn \xe2\x80\x98on the job\xe2\x80\x99 and achieve university credits towards degrees and master\xe2\x80\x99s programs.
• Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.

Make a Difference

As part of global business Services, your mission finds new and better ways of working. As we transform many local operations into an integrated global business, you\xe2\x80\x99ll make a meaningful contribution to the future of our organisation.

About the role

• The Network Technical Support will assist in the Assurance of technical services, solutions and support to the networks, infrastructure, applications, products, and services supplied and operated by Telstra.

Key Responsibilities

• Day to day handling of customer Emails and phone calls for fault reporting and inquiries
• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
• Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
• Work within a defined set of relevant product / network procedures, standards and practices
• Deliver outcomes by implementing a course of action identified from a general range of solutions
• 1st call Assist in providing technical support in the investigation and rectification of complex incidents
• 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP
• Manage the in-coming calls and create SNI tickets within committed Response times and SLA
• Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
• Daily updates reasons for ageing tickets and difficulties handling complex tickets

About You

We\'re looking for someone who has experience in:

• Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers.
• Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly.
• Previous working experience in Technical Support or network operations centre environment
• Fluent in Mandarin & English
• Amenable to work in a 24/7 shifting environment
• Fresh graduates are welcome to apply

Highly desirable qualification(s)

• Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc.
• Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices.
• Good Hands-on Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF.

If you want to be surrounded by top talent at a company that gives back to the community, apply now.



We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process.

www.telstra.com.au/careers/diversity-and-inclusion or email us at DisabilityandAccessibility@team.telstra.com noting your preferred method of contact.

Telstra