Network Support Specialist

2 months ago

Brisbane, Australia Megaport Full time

**About Megaport**

Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange. We’re a lean, high-achieving team made up of over 250 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.

**Our Team Culture**

Join a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.

**The Role**

Reporting to the Network Support Services Manager, this role will be responsible for ensuring maximum uptime of the production network by monitoring and ensuring timely incident resolution. The role and the team provide escalation support for the Customer Support team by resolving escalated incidents. The team also ensures that planned changes are compliant and executed to meet the agreed-upon service provision dates. The team occasionally supports customers directly. The support scope includes resolving technical and non-technical issues.

**What You’ll Be Doing**:

- Monitor Megaport’s global network and resolve network events.
- Provide escalation support for Customer Support Specialists and other internal business units, ensuring customer issues are responded to quickly and accurately.
- Plan, process, manage and implement network changes prescribed by Megaport Engineering and third
- party suppliers.
- Maintain technical relationships with vendors and internal engineering teams, including overseeing contractors performing remote work.
- Proactively communicate incidents to internal and external stakeholders, including direct contact with customers/end users.
- Troubleshoot network, portal, and account issues using various monitoring tools.
- Collaborate with Customer Support Specialists and key business units to ensure high level customer service, including provision of accurate and detailed information.
- Analyze data to report on varying trends.
- Adhere to operations processing KPIs
- Record all work completed in Megaport's OSS/BSS systems.

**What We Are Looking For**:

- Knowledge of fundamental networking and software concepts.
- Ability to solve complex technical problems.
- A passion for network operations/engineering and technology and a commitment to excellent customer service.
- CCNA/JNCIA with work experience in network incident resolution or network infrastructure.
- Identify and define scopes of work and project definitions for process improvement.
- Innovative approach to problem solving and incident resolution.
- Experience and understanding of fibre optic networks.
- Ability to communicate with all levels of business and act as intermediary between technical experts and customers.
- Strong focus on documentation with high attention to detail.
- Strong work ethic and a self-starter able to work remotely with little supervision.
- Motivated, engaged and able to operate both autonomously and within a globally dispersed team environment.
- Scripting / coding experience will be highly regarded.

**What We Offer**
- Competitive Compensation Packages
- Flexible working environments
- Birthday Leave
- Generous study and training program + 5 days paid study leave
- Additional Leave via Purchased Annual Leave Scheme
- Health and Wellness Program

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