Job Description

Employment Type PermanentClosing Date 7 Aug 2024 11:59pmJob Title Network Technical-SupportJob Summary As a Network Technical Support team member, you will provide service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.At Telstra, the customer is at the heart of everything we do. That is why we make sure that we provide a seamless customer experience to our customers all over the world.Our aim is to connect everything to everyone, which is why constantly looking for new growth opportunities and emerging technologies to improve the way we deliver services.In order to be the best at what we do, we are always looking for top talents who can be part of our team \xe2\x80\x93 people who are passionate to deliver exceptional customer service. Think you\xe2\x80\x99ve got what it takes to handle this challenging yet exciting role? Then, apply now!We are looking for Technical Support to assist in the delivery of advanced technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by Telstra. You will need to be fluent in English and Japanese in order to be successful in this role. This role will see you working in a Hybrid environment on a roster, working extended business hours Monday to Friday.Key Responsibilities:Day to day handling of customer Emails and phone calls for fault reporting and inquiriesContribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by TelstraUnder 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 practicesDeliver outcomes by implementing a course of action identified from a general range of solutions1st call Assist in providing technical support in the investigation and rectification of complex incidents1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIPManage the in-coming calls and create SNI tickets within committed Response times and Service Level Agreement (SLA).Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalatedDaily updates reasons for ageing tickets and difficulties handling complex ticketsQualifications:Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers.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.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.Exposure & Trained on Cisco CCNA Routing & Switching/Security, Juniper, ITIL Foundation as minimum standard as minimum. CISSP, CCNP is a plus.At least 2-4 years\xe2\x80\x99 experience working in Technical Support or network operations centre environmentWe\xe2\x80\x99re committed to building a diverse and inclusive workforce. To enable everyone to participate, we\xe2\x80\x99ve developed an \xe2\x80\x98All Roles Flex\xe2\x80\x99 policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Telstra