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Service Desk Technical Specialist
4 months ago
Employment Type
Permanent
Closing Date
2 Sept 2023 11:59pm
Job Title
Service Desk Technical Specialist
Job Summary
As a Network Technical - Specialist, you will provide technical service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.
**Job Description**:
An excellent opportunity has become available for a highly motivated and passionate Service Desk Technical Specialist to join the Service Assurance Operations Team at Telstra.
The opportunity:
This is a permanent full-time position, based in Melbourne, working on a 24/7 shift cycle.
You will perform a variety of Network Engineering activities and provide technical escalation to the Telstra Level 2 and 3 Engineers. Daily activities include providing call receipt for customer and stake holders, triage analysis and specialised technical expertise to investigate, isolate and rectify network incidents and problems.
This role includes implementation of complex, large scale network changes in alignment with customer and change management process and perform release and deployment management activities.
This role is required to contribute to written documentation for submission to the Customer and Telstra Internal Stakeholders.
Your key responsibilities and major tasks include, but are not limited to:
- Perform or participate in specialised technical investigations to determine/confirm system and design standards and performance parameters for the networks, infrastructure, products and services supplied and operated by Telstra.- Deliver and/or develop technical training, updates & or briefings to peers to ensure understanding of process & procedures.- Diagnose and restore complex issues with the networks, infrastructure, products and services supplied and operated by Telstra.- Prepare process documentation to describe how networks, infrastructure, products and services operate.- Conduct scheduled reviews of customer assets and configuration systems to identify inaccuracies and provide feedback to customer stakeholders and Telstra Sparing Analyst and other team members.- Support the Incident / Problem Manager (s) in the delivery of incident and problem management.- Accept, manage, and update service requests to ensure contracted service levels are met.- Provide in depth customer feedback.- Identify known errors and document within Telstra and Defence known errors databases and knowledge management systems.- Utilise the accumulated data and experience to continually improve efficiencies in the service.
Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:
- Hold a minimum of NV1 AGSVA security clearance.- Understand data communications, such as routing, switching and telecommunications.- Knowledge and experience in Network routing protocols- Level 1 triage, service desk or customer support experience.- CCNA qualifications or similar
Our perks & benefits:
- Work-life integration - we understand life happens when you're busy making other plans, so we offer flexibility around where, and when you work.- 16 weeks paid parental leave for primary and secondary carers.- Professional development program.- An epic (free) Telstra mobile phone plan.- Laptop/Device allowance renewed every 2 years.- Purchased Annual Leave scheme.- Discounted Telstra products and services.- Continuous Service Recognition for those who are coming across from a Federal Government agency to Telstra.
- We fully embrace flexibility and choice at Telstra and it’s as unique as you. 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 you_
- To attend a Telstra premises in certain states / territories, employees will be required to be vaccinated against Covid-19. This is to ensure the safety and wellbeing of our people and customers. Please speak to us if you have any questions about this based on your individual circumstances._
On the cusp of the next technological transformation in the digital world, Telstra has and continues to be at the forefront of local and global innovation. Come disrupt and lead the industry as we build the networks for the future and push the boundaries of what’s possible with technology.
We're after the right blend of experience and enthusiasm and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business and push for diversity of thought in all we do.
