Collaboration Specialist

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Posted 4 days ago

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* We will only be considering Australian Citizens and Permanent Residents for this role*

At Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

In your role, you will facilitate the delivery of managed services and technical support for Collaboration technologies in accordance with the contracted service level agreements. You will work with Optus customers, internal stakeholders and vendors to provide technical support and assist with incident and change management.

This role is accountable for delivering brilliant service to multiple enterprise customers across key technologies including Microsoft Teams, Cisco Webex and CUCM, AudioCodes and Oracle SBCs. A strong vendor management focus is key in this role, working closely with various vendors, driving the right outcomes for our customers.

As a Collaboration Specialist this role will provide mentoring and assistance to other Collaboration specialists and Collaboration support advisors within the team to fill any knowledge gaps and provide guidance for complex problems.

Your Day-to-Day:

• Help us keep our critical collaboration and customer systems running smoothly by ensuring important issues get the attention they need.
• Play a key role in keeping our customers happy by communicating clearly, sharing your knowledge, and responding promptly.
• Contribute to our exciting journey in supporting cutting-edge cloud hosted and on-premises collaboration technologies including both Unified Communications and Video Telepresence platforms.
• Learn and work within a structured environment that follows standard IT service management practices (based on ITIL principles).
• While certifications from major vendors or systems (like Cisco, Microsoft and AudioCodes) are a plus, they're not a must-have – we value your potential to learn and grow
• Act as an escalation point for more complex Unified Communications and Video issues that Tier 1 teams may encounter.
  
  

This role operates between 7 am and 7 pm, Monday to Friday, with shifts provided at least four weeks in advance. There may be after-hours work for planned changes, and you'll have opportunities to earn 'on call/call out' allowances and overtime.

What We're Looking For:

We're keen to hear from individuals who are enthusiastic about technology and eager to learn. Experience with Microsoft Teams, Cisco and AudioCodes collaboration platforms will be considered beneficial. What's more important is your:

• Strong problem-solving skills and a proactive approach.
• Excellent communication and interpersonal abilities.
• A willingness to learn and contribute to a team environment.
• Ability to follow processes and guidelines.
• A genuine interest in the world of Collaboration technologies and their large-scale application.

What's in it for you?

• Accessible employer with wheelchair access
• Inclusive paid parental leave, up to 16 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
• 25% monthly service discount and $80 monthly bill rebate plus additional benefits to over 400 retailers Australia-wide
• Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (