Technical Support Specialist

2 days ago

Adelaide Region SA, 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 Specialist you will deliver front line support for our Platinum level customer base and be a key member of the escalation team for our entire support structure. You will manage core network faults and the gateway to NOC and Engineering departments and be responsible for leading the direction and formulating the technical architecture of various departments in accordance with business strategy, working to lead and consolidate the technical efforts of all teams to ensure they are working towards the same end objective.

**Responsibilities**:
We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.
- Phone support for all Platinum Customers, providing a professional and technical support system to resolve fault conditions and answer questions for customers.
- Ticketing support troubleshooting network faults and service issues and provide call back support and ticket update support.
- Escalated trouble tickets, diagnosing and resolving voice and network faults and mentor staff to provide the best quality of service for TPG customers.
- Develop internal training and documentation to educate internal stakeholders on products and processes.
- Manage expedited fault conditions from Executives and Management for highly sensitive customers, platinum customer and complex fault conditions. Providing the customer with a professional and hands on support model while opening lines of communication and providing dedicated assistance. Greatly improving the customer experience and manage relations to reform confidence in the TPG Brand
- Manage customer expectations and communications to ensure the highest satisfaction for TPG customers and a professional support team.
- Understand complex issues and technical aptitude to resolve the highest level of fault conditions and help support diverse network technologies.
- Maintain a high level of autonomy to manage workload with authority to use professional judgement to work on customer networks without supervision.
- Collaborate within the team to help support fellow collages and better support customer experience as a whole.
- Provide ongoing advice and assistance to staff and act as a resource for problem solving.
- Assist junior and all other levels of technical staff to build their confidence in problem solving and coach them on where to locate necessary information.
- Define necessary resources for team, including training courses by identifying knowledge gaps and sourcing external trainers if required.
- Work with engineering departments to develop hardware support documentation, troubleshooting guides and training for the ever expanding TPG product suit.
- Aim for the best customer experience every time you speak or write to customers maintaining a professional and diligent communication structure.

Knowledge and experience
- At least 3 years experience in a Telco/ISP industry
- At least 3 years experience in the LAN WAN and Networking sector.
- Advanced understanding of IP routing protocols IP, EIGRP, IGRP, RIP, OSPF and BGP
- Strong knowledge of Switching and switch vendor support.
- Vendor certification or equivalent workplace experience (CCNP, JNCIS-SP, NSE5 etc)
- Network security experience
- Experience with packet captures and packet structure
- Understanding of DNS and webhosting

**Benefits and perks**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**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 impac

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