Vtc Support Specialist

3 weeks ago

Sydney, Australia Telstra Full time

An excellent opportunity has become available for a highly motivated and passionate VTC Support Specialist to join the Defence Assurance Team.

**The opportunity**:
We're working hard to become a world-class technology and service organisation and are looking for a driven VTC Support Specialist to join us. This role will be undertaken from site in Canberra, ACT and will be on rotational shifts. You will be responsible for taking ownership E2E process and coordinate appropriate and timely responses to service requests and incidents

**Your key responsibilities and major tasks include, but are not limited to**:

- Respond to all customer phone enquiries promptly, courteously and efficiently;
- Jeopardy Management: Coordinate incident resolution through to completion and monitor the status and progress toward resolution of all open incidents
- Identify the nature of fault enquiries through standard work instructions and if possible, provide first level resolution in response to identified issues;
- Escalate calls/requests to appropriate L2/3 resolver groups as required;
- Demonstrate initiative and make decisions using ingenuity or experience to overcome problems;
- Assist customers and be responsive to their needs;
- Actively keep customers informed of the progress of their request for service or support;
- Re-prioritise and allocate tasks when required;
- Respond to and resolve customer issues and have a basic understanding of the end to end Telstra processes for activation and assurance for the technology being supported

**Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following**:

- ** H**old a minimum of NV1 AGSVA Baseline security clearance**
- Customer Service working experience
- Relevant ICT qualification or certification
- ITIL certification _- Highly Desirable_
- Degree/Masters in Telecommunications Information technology, Computer Science/Engineering, Information Systems or similar field _- Highly Desirable_

**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.
- 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_

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.

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