Job Summary
We are looking for a driven and self-motivated Technical Specialist to join our team located in Ningi, QLD. The role will provide quality customer support and network assurance as part of a 24/7/365 shift roster.
This critical role is split between providing Service Desk (Level 1) as well as Network Operation and Assurance (Level 2) support to meet and exceed Service Level Agreements (SLAs). Your role will directly contribute to the team’s success which manages a premium end to end radio communications network and provides support to our customers, focusing on delivering an exceptional customer experience.
Our goal is to provide the best service and experience to our customers whom include QLD Government State Agencies (such as Police, Fire and Ambulance), whilst operating the most reliable, critical radio communications network in Australia.
What you’ll do
Provide skilled and effective customer service and network assurance to deliver the highest levels of experience that always strives to meet agreed Service Levels as a minimum.
Manage all enquires and maintain customer information in systems and processes, including reporting systems as specified in the relevant contracts. Diagnose and resolve technical hardware and software issues.
Maintain and develop customer relationships and be pro-active and positive in your approach.
Manage all customer communication needs across service requests, incidents, problem and change management in a timely and professional manner.
Responsible for the implementation of correct escalation procedures in relation to Network faults and outages.
Strive to represent industry best practice, and to reflect relevant professional standards, quality standards and relevant Telstra operating principles, policies and corporate values.
Proactively identify and drive resolution for Network at Risk elements that can impact network and service resiliency.
Identify and drive continuous improvement opportunities through business, process and service initiatives.
Collaborate effectively with internal and external stakeholders to achieve positive business outcomes for our customers.
Key responsibilities
The focus of this role will be to provide 24/7 incident response and restoration across the QLD Government Wireless Network (QGWN). Under limited supervision, the successful candidate will drive the successful resolution of Customer and Networks impacting incidents, requests and enquiries.
They will ensure that the communication of events is timely and accurate, and that the strategies applied to resolve the incidents are timely, effective and aligns with meeting, and when possible exceeding, defined Service Level Agreement (SLA) targets.
Demonstrate an ownership of the customer SLA performance, and strive for performance improvement through prioritisation, jeopardy management and application of first in fix guidelines.
Identify improvement opportunities, document and socialise the problem statement, lead the implementation of improvement programs together with relevant stakeholders whilst applying relevant governance.
Record, co-ordinate and, in some instances execute planned network changes. These activities should not impact the resolution of incident management activities.
Contribute to Key Performance Indicators and contracted Service Levels in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra.
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.
Assist in providing technical support in the investigation and rectification of complex incidents.
You will be accountable for timely compliance to all role requirements including tasks such as completing timesheets, manage satisfactory leave balance in line with corporate requirements, adhere to shift start and end times, preparations to 1:1 performance and development reviews and conversations.
What you’ll bring
Must have
Solid understanding of computer systems and network fundamentals.
You will display strengths in prioritisation and the ability to remain engaged and focussed under pressure.
Clear and concise verbal and written skills. You will be required to communicate Incident details, including a full and accurate description of the impact in a concise and timely manner to key stakeholders.
Availability to work in a rotating shift roster 24*7*365
Reliable means of transportations - role is based in Ningi QLD due to use of private network access (shift work from home is not available for this role). There are no public transport options in the area to accommodate shift work so a driver’s licence and a reliable car is essential. Successful candidates can take advantage of Telstra’s competitive car leasing arrangements.
Well-developed problem solving and clear verbal and written communication skills.
Ability to work with agility and always maintain excellent situational awareness by showing resilience when working under pressure, with the ability to prioritise conflicting work with high attention to detail, whilst maintaining tight deadlines.
Customer centric attitude, continuous improvement mindset, thrive in a constantly changing environment and a desire to improve or expand upon the current skills.
Positive, “Can Do” attitude with strategies to maintain showing up with your “A Game” on.
Customer Service experience in a service desk or operations centre environment
Note: Police clearance will be required and arranged for successful candidate
Desirable
Troubleshooting skills (Computer systems and/or network failures involving WAN transmission technologies)
P25, Radio over IP experience or similar.
Experience in network assurance and monitoring applications
ITIL foundation knowledge
Industry certification (Microsoft, Cisco, Juniper, Oracle etc).
Basic software development or scripting knowledge
Knowledge of data analysis tools such as Tableau, Splunk, Grafana, etc
Knowledge of Service Desk tools such Service Now, Remedy, Genesys, etc.
Experience in working independently including gathering impact information quickly, key stakeholder communication and utilising existing knowledge base repositories to seek solutions.
Experience working in strict Service Level Agreement (SLA) based environment with focus on the urgency to drive the response and restoration of incidents.
Experience and/or qualifications which show good understanding of Event, Incident, Problem, Jeopardy and Change Management and their role in the ITIL Service Management model.
Experience working within Quality Management systems such as ISO9001.
NEXT STEPS?
If you have what it takes, we want to hear from you!
All applications must specifically address the following:
Are you a Citizen or Permanent Resident?
Are you available to work on a rotating roster 24/7/365? (e.g. weekends, nights, public holidays).
What customer service experience do you have?
Have you worked in a role where you were responsible for providing level 2 technical support?
How is your work experience relevant to this role?
If you're excited about the opportunity to be part of a team, committed to delivering amazing experiences to our customers – this could be the role for you!
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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.
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