Job Description

Employment Type Permanent

Closing Date 19 Nov 2022 11:59pm

Job Title Technical Support

Job 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.



We're on a mission to redesign the way we all connect, and fundamentally change the nature of telecommunication products and services in Australia, and across the region.

The work we do empowers the lives of millions of people around the world. Together, we're creating a bold, new Telstra that will continue to lead the market both now and into the future. At Telstra, what you do matters.

We fully embrace flexibility and choice at Telstra and it's as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!

Our GBS team

The mission of the Global Business Services (GBS) unit is to leverage talent, technology and partnership to create growth, value, innovation and differentiation via a service mindset.

Our focus is to deliver great experiences, to simplify and innovate, and drive Telstra's profitability across a global operating footprint.

The role with us

To 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

• 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.
• At least 2-4 years' experience working in Technical Support or network operations centre environment.

Highly Desirable Qualifications

• Excellent communication skills in Japanese and English languages.

If you've got a passion to innovate, succeed as part of a great team, and looking for the next step in your career, we'd welcome you to apply!



We're committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.