Support Technician

3 days ago

Perth, Australia VOCUS Full time

Vocus is crazy about customers. We're also crazy about our people
- We empower them to Do it. Own it. Love it
- We care about the impact we have, and that's what connects us.

Vocus is crazy about customers. We’re also crazy about our people. We empower them to
**Do it. Own it. Love it **and that’s why they choose to work for us. Here, it’s never just a job - We care about the impact we have, and that’s what connects us. Whoever you are, you'll fit right into our team of 1500 personalities. And as you help us disrupt our industry, we’ll support you to be ‘the best you’, at Vocus and at home.

**This role can be based in Perth, Melbourne or Sydney offices.**

**What’s the Opportunity?**

We’re looking for switched on, energetic and highly motivated individuals eager to work in a fast paced and close-knit team. We want go getters with fresh ideas who are looking to make a difference and help the team here at Vocus in our efforts to become the Most Loved Telco.

We now have an opportunity for a proactive,
**Support Technician - Voice & Data**, customer focused individual, to join our Corporate Support Centre where you’ll be helping manage all aspects of our customers Data Networks products and services including internet, IPWAN, dark fibre, and Ethernet. This is a great opportunity to further your networking skills in a service provider environment.

We work in a hybrid environment of 2 days in our Vocus offices and work from home 3 days each week.

**What’s the day to day?**
- Your commitment to delivering superior customer experiences, will see you effectively managing customer incidents and requests in our ticketing system to ensure they are completed on time.
- You will also be liaising with our end customers via our ticketing tool and phone while maintaining the highest levels of customer service.
- Our engineering teams will be there to support you with urgent and complicated tickets.
- Additionally, you will be expected to provide technical assistance and instruction with other members of the support team and take the lead in handling critical incidents.

**What you’ll need to be successful**:

- Proven track record delivering awesome customer service
- Energetic and highly motivated eager to work in a fast paced and close-knit team.
- Organisational skills and the ability to manage conflicting priorities
- Prior experience in service assurance ideally in a Telco carrier environment
- Strong IP routing and switching skills and a good understanding of networking protocols such as BGP, RTP, TCP and UDP
- Experience with Cisco, Juniper, Brocade or Adva hardware
- Experience in troubleshooting fibre services
- Knowledge of Layer 3 and MPLS networks
- Industry certification e.g CCNA or CCNP

**The extra stuff we know you want to know**

We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more

LI-Hybrid

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