Technical Support Specialist

2 weeks ago

Morwell, Victoria, Australia Aussie Broadband Full time

Are you a tech-savvy individual with a passion for helping others? We have an exciting opportunity for a Technical Support Specialist to join in on the fun at Aussie Broadband.

This role can be based at either our Dandenong or Morwell office.

  • At Aussie Broadband we see difference as our point of difference. We celebrate it, we support it, and thrive on it because it means our team can bring their whole selves to work, and that we can better represent our customers and community. We're proud to be an Equal Opportunity Employer, and our stand for inclusion and diversity is just one way we can demonstrate our value of 'Be Good to People'._
Why work for Aussie?

We are Australian operated, local from the ground up and now ranking the 5th largest telco in Australia. We're fast growing and not slowing down

Our fantastic culture lives and breathes our values:

  • Don't be ordinary, be awesome
  • Think BIG
  • No bullsh*t
  • Be good to people
  • Have fun


Don't just take our word for it - We have been named one of the top employers in Australia by HRD magazine.

We are one in only thirteen 5-star Employers of Choice and on top of this, Aussie is one of only four 5-star employers in its size category

And not only do we care for our people, but we also support our community through sponsorships, staff-led fundraising programs, corporate donations, generous community service leave for our staff, relief for disaster-affected customers, and much more which can be found

here

What we are looking for

  • An understanding of the telco industry 2 years' experience with carrier customer premises equipment is desired but not essential
  • Methodical and analytical nature with a very high level of attention to detail

Demonstrated ability to:

  • Solve problems
  • Work independently and as part of a team
  • Learn quickly and adapt to changing situations
The things that are really (really) important

  • Managing the operation and optimisation of customer premises equipment
  • Overseeing the rollout of firmware to in line with change management processes
  • Reporting customer premises equipment insights to internal stakeholders
  • Conducting bug investigation and managing issues until resolution is achieved
  • When required, creating internal escalations, and liaising with support technicians
  • Monitoring escalations/issues to assure prompt resolutions
  • Performing troubleshooting techniques to resolve problems efficiently and effectively
  • Following appropriate processes for problem documentation, assignment, escalation, and tracking
  • Analysing problems with customer premise equipment: modems, routers, etc.
  • Work alongside the supply and logistics team
If you feel don't meet all the requirements for this role, we'd love you to still consider applying. We are unconventional in many ways, and we like to think outside the box with the people we hire.

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