Technical Analyst

1 week ago

Macquarie Park, Australia Singtel Group Full time

It starts with YES

At Optus, we have an ambitious goal to be Australia's most loved everyday brand.

The primary purpose of this role is to facilitate the delivery of managed services and technical support for Unified Communication technologies according to Optus Enterprise service delivery models and contracted service level agreements. This may require you to work at the customer site on a regular basis.

In this role, your main focus will be the operational ownership, management and resolution of technical services related to Unified Communications, Collaboration and Productivity domains as a part of the Optus Government Technical Assistance Centre (GTAC) team based in ACT. GTAC provides support and delivery of ICT services to government clients. The GTAC is a premiere support offering by Optus Enterprise, providing full-stack technical management and thought leadership for products developed by both Optus and its market-leading vendor partnerships.

As a highly engaged domain expert with deep hands-on experience in Cisco UC & Collaboration technologies with enterprise-grade Session Border gateway experience, you will be working in a team of top-tier technical operators, obsessed with Client Experience (Cx) and devoted to Workspace Experiences for our large clients at the 'top-end-of-town', working complex cases within a mature ITIL service management framework. This role will be onsite concierge and requires assisting VIP customers with WebEX and other VC meetings.

Your day in the life of a Tecnical Analyst at Optus

  • Meet or exceed customer service SLAs
  • Take ownership of customer issues raised to you and update the incident manager and customer as appropriate.
  • Lead workflow to ensure Major Network or Sensitive Customer Faults are prioritised
  • Represent customer needs in a fast paced fluid business environment.
  • Ensure all interactions and incidents are updated in ServiceNow.
  • Deliver a high level of Customer Experience through positive engagement attributable to communication, knowledge, and timely response.
  • Optus is positively represented to customers through all forms of communication, exhibiting empathy to their situation, perspective, constraints, and issues.
  • Extensive experience in technical operations and managed services based on industry best practice frameworks such as ITIL.

Your skills to pay the bills

  • Australian Citizenship is critical for Security clearance requirements.
  • Extensive experience in technical operations and managed services based on industry best practice frameworks such as ITIL.
  • CCNA Collaboration experience.
  • Familiar with automation and scripting.
  • Cisco UC mastery.
  • Experience with session Initiation Protocol (SIP).

Perks we love at Optus

  • 3 days in the office, 2 days remote – with flexible hours to suit
  • Inclusive paid parental leave, up to 14 weeks for the primary care giver
  • All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
  • Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
  • Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network

Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email along with your preferred method of contact and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit

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