Graduate Service Assurance Coordinator

**Company Description**
Symbio is a software company revolutionizing global communication. Our platform offers a comprehensive communication stack, spanning carrier infrastructure to enterprise collaboration, serving diverse Asia-Pacific regions. Combining telecom and software expertise, we drive the evolution of modern communication.

Symbio operates under the Aussie Broadband Group, a rapidly expanding technology services provider with a market capitalization exceeding $1 billion (AUD), listed on the Australian Stock Exchange (ASX: ABB).

We are seeking for a Graduate Service Assurance Coordinator to join our Services and Assurance team in Sydney. Reporting to the Senior Manager SDAT and Service Management, this role will be responding to technical support inquiries with troubleshooting methods & coordinating with internal Engineers or 3rd party Service Carriers to ensure that incidents & requests have been fully attended to.

This is a great opportunity to embark on a career in a commercial focused ASX listed company.

**What you'll do as a Graduate Service Assurance Coordinator**:

- Ensure all activity and relevant information is accurately recorded in the service-desk system, including updating tickets with notes in all instances.
- Actively look for ways to improve products, processes, efficiency, and support capability
- Communicate unplanned outages & scheduled maintenance in accordance with agreed procedures (both product and internal systems)
- Test and document workarounds
- Respond to faults and service issues within agreed SLA
- Rectify faults and service issues within agreed SLA
- Communicate fault status to end-customers and service providers within agreed SLA
- Own issues and queries end to end, provide a single point of contact
- Engage internal and external parties to drive issues through to resolution
- Pro-actively monitor recurring issues via “intensive care” program
- Process service Moves, Adds & Changes (MACs) within agreed SLA
- Ensure Knowledgebase and other documentation is relevant & accurate
- Recommend updates to training documentation and modules as required
- Educate the customer where possible, regarding issue resolution to enable self-resolution in future

**Qualifications** What you'll need to succeed**:

- A recently completed degree in Computer Science, Information Technology, Telecommunications, or similar discipline
- Prior internships or experience in telecommunications or IT service delivery is desirable.
- Understanding of technical support systems and databases.
- Proficiency with CRM software and service desk systems.
- Proactive, can-do attitude
- Excellent verbal and written communication skills.
- Ability to clearly articulate complex information
- Strong analytical and problem-solving skills to effectively handle provisioning tasks and resolve discrepancies.
- Demonstrated initiative and customer focus approach.

**What's it like to work here?**
As a Symbion, you have flexibility to shape when, where and how you work. Symbions can choose to be primarily remote, primarily office-based, or a mix of both.

You also have the freedom to shape your development. Every Symbion is able to design a unique and customised learning journey to build new skills and reach career goals.

Plus, you’ll enjoy a range of benefits including share options, generous parental leave, paid birthday leave, regular social events, social clubs and a comfortable, fun and diverse working environment.

If this sounds like the next great step in your career, we'd love to hear from you.

**Additional Information** Life at Symbio**

Symbio is committed to a strong culture that is diverse and inclusive and we encourage our employees to bring their whole self to work.

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee’s happiness, health and wellbeing is important at Symbio. We provide all employees with flexible working options to ensure that work doesn’t compromise life outside Symbio and also supports their wellbeing. We regularly enhance our employee benefits such as an employee share gift plan, paid birthday leave, up to 12 weeks paid parental leave for both parents as the primary carer, reward and recognition programs and social clubs.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.