Enterprise Cloud
6 months ago
Aussie Broadband’s (ABB) purpose is to change the game. As one our Technical Leads in Enterprise Cloud & Infrastructure Support, you'll enable this by providing frontline technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. You will also drive best technical and support practices, provide technical guidance and act as an escalation point for all Enterprise Network and Voice Support Engineers.
- At Aussie Broadband we believe _difference _is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud _Equal Opportunity Employer_, supporting and celebrating difference is just one way that we demonstrate our value of ‘Be good to people’ everyday._
- Join us as we continue to grow and make a mark as the 5th largest telco in Australia_
Why work for Aussie?
Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we’re growing fast and not slowing down
Our fantastic culture lives and breathes our values:
- Don't be ordinary, be awesome- Think BIG- No bullsh*t- Be good to people- Have fun
We are proud to be a
B Corp Certified company
, which means we’re good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.
We care about our community through our
Pledge 1% commitment
,
sponsorship programs
and our paid staff community service leave offering.
But don’t just take our word for it - We have been named one of the top employers in Australia by
HRD magazine
The good stuff- 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)- Free internet up to the value of $109 per month- 20% off our Fetch and Mobile services- Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Origin, Specsavers, HCF and many more- Celebrating you With monthly rewards and recognition- Internal training and resources for you to continue to learn, grow and achieve your career goals- Yearly allowance for amazing Aussie merch- Fitness Passport for access to multiple gyms and pools across Australia
Let's talk about you
To be successful in this role you will possess:
- A minimum of 3-5 years of experience in cloud and infrastructure technologies.- Mid-range or advanced certification or experience with at least two or more of the following technologies:
- VMware infrastructure, including vCloud Director, vCenter, NSX, VROPs, Horizon DaaS- Server systems including Cisco UCS, Dell PowerEdge, and HPE Synergy- Storage systems including NetApp product portfolio including ONTAP Cluster Mode, SolidFire/ HCI, EMC VNX, EMC Unity, Nutanix, Nexenta, StorageGRID and AltaVault.- Backups and replication, primarily using Veeam, Rubrik, Commvault and Zerto- Microsoft - Windows, Active Directory, DNS, DHCP, Group Policy, Exchange, Office 365- A passion and drive for continuous learning and self-improvement coupled with the ability to gain an understanding and competency in new technologies quickly.- A strong desire to provide service to the customer beyond their- expectations.- Demonstrated experience coaching and mentoring other technical team members.
How will you support our “Why?”
As our Technical Lead, Enterprise Cloud & Infrastructure Engineer, you will provide frontline technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. Your responsibilities will include:
- Supporting and assist our Enterprise Support Engineers in their frontline role for all customer faults and ensure customers receive timely, proactive updates through our ticketing platform so we can deliver a world-class customer experience.- Proactively managing complex or escalated customer incidents including escalating issues to the relevant carrier, or third-party vendor in a timely manner.- Ensuring the support engineers provide regular, relevant, clear, frequent, and proactive updates on customer cases and escalations and the customer is kept informed throughout the case resolution lifecycle.- Establishing and maintain empathy with the customer and match the level of detail to the customer.- Managing all internal and external relationships in the customer's or partner's best interests, maintaining up-to-date case notes and data management.- Being the first escalation point for customer queries.- From time to time you will be required to enrich, dispatch, prioritise, classify, troubleshoot, investigate, and diagnose incidents or faults affecting Enterprise, Government and Wholesale customer or partner products or services a
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