Technical Support Analyst

2 weeks ago

Melbourne, Australia TPG Telecom Full time

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

Working as a Technical Support Analyst within a customer-facing team you will deliver advanced levels of customer service to all Enterprise & Government Premium severity 1 customers, 365 days a year controlling end to end accountability. This role is based in Melbourne, VIC and reports to the Corporate Helpdesk Manager.

**Responsibilities**
- Investigate and action all Enterprise & Government fault tickets including Complex Premium Severity 1 customer and “Direct to Level 3) Incidents and Escalated issues as required, owning, managing and resolving customer issues while keeping the customer informed
- Assist in incident triage with customer, and specialists to attain highest possible level of Customer Satisfaction and fault restoration
- Understanding both customer and organisational requirements and following established processes to meet these requirements in a professional, expert and responsive manner
- Handle simple and complex customer issues and enquiries and track to completion
- Ensuring that customer interface systems are kept up-to-date with all interactions and relevant information
- Respond to customer enquiries within expected timeframes and SLAs
- Work to increase one’s own level of product knowledge and related internal processes and sharing knowledge with others in the team
- Develop in depth knowledge of the processes, procedures, systems and technical issues affecting customers
- Managing customer and internal relationships, negotiating across the organisation where required to resolve customer issues
- Achieving defined customer experience targets that drive an enhanced customer experience.
- Escalating where resolution cannot be achieved within an effective and timely manner and in accordance to internal SLA’s

**Knowledge and experience**
- Cisco Certification required (CCNA. CCNP IP/Routing Modules)
- Tertiary qualifications highly regarded but not essential
- 2 years’ experience within a Customer Facing environment, dealing with Key, Corporate or Wholesale accounts
- Complete understanding of WAN Switching protocols ATM, MPLS and PPP.
- Complete understanding of IP routing protocols IP, EIGRP, IGRP, RIP, OSPF and BGP++
- Familiarity with Cisco routers and switches, Huawei devices, familiarity with various Voice platforms and Telstra Wideband access technologies
- Familiarity with NBN access Technologies (FTTC, FTTN, FTTP, Wireless & HFC)
- Good problem-solving, troubleshooting and decision-making skills
- Shows evidence of good analytical skills and the ability to use and interpret information from multiple systems/sources
- Ability to manage and resolve customer issues within SLA requirements and provide first point of resolution
- SDN experience would be an advantage

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

**Bolder and better together**

LI-Hybrid #LI-ES1

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