Rems Service Desk
2 weeks ago
Permanent
Closing Date
9 June :59pm
Job Title
REMS Service Desk & NOCC Technical Specialist
Job Summary
Job Description:
This role is for a Radio and Emergency Managed Services (REMS) Service Desk (SD) / Network Operations Control Centre (NOCC) Technical Specialist.
A highly customer-focused position, which places you on the front line to deliver 24 x 7 lifesaving communication services to Australia's Emergency Services, Government, and commercial customers.
- Please note: shift role potentially required to cover 24/7, is Melbourne based and must be in the office_
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 youA day in the life
As a REMS SD/NOCC Technical Specialist, your passion for emergency services will help you deliver the requirements outlined within the customer contracts with a focus on documenting and continuously improving processes assisting the team to:
- Support the successful delivery of emergency communications campaigns and information for Life-Threatening Call Trace requests, e.g., Bushfires, Flooding, Search and Rescue etc. within strict timeframe
- Operate mission-critical communications radio networks used for E000 Dispatch, Command and Control, as well as business-critical radio networks used for commercial organisations.
- Deliver consistent network event communications to our customers and other relevant stakeholders within defined Service Levels
- Maintain, restoring and testing network sites while working with our field staff
- Resolve technical hardware and software issues by having a deep understanding of both the equipment and customer contracts
- Manage notification of real-time change management activities and outages
- Response to the customer requests within Service Level Agreement
- Provide end to end support of customer communications hardware including ordering new equipment, reporting issues, and replacing hardware
- Coordinate with Telstra technology and Major Incident Management teams to ensure shortest possible resolution time for Network incidents
- Availability to work in a rotating shift roster 24*7
- A passion for Emergency Services and helping the wider community
- Solid understanding of computer systems and network fundamentals
- You will display strengths in prioritisation and the ability to remain engaged and focused 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
- 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
Highly desirable:_
- Radio or Network experience
- Certification in CISCO / Networking
- Experience working in an Operations centre and/or Service Desk environment
- Experience working in strict Service Level Agreement (SLA) based environment with focus on the urgency to drive the response and restoration of incidents
If you can help us add a positive impact to every Telstra customer's experience, enjoy collaborating with different people and can handle challenge in any form, we'd love to hear from you.
This includes making Telstra the place you want to work.
For you, that means a having career that grows with you, and working with a team powered by human connection that prioritises wellbeing and choice.
- 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 _
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