Technical Expert

**Employment Type**:Permanent

**Closing Date**:2 Jan 2025 11:59pm

**Job Title**:Technical Expert

**Job Summary**

**Focus of the Role**

As a Technical Expert, you will work in the TAS Government Radio Network (GRN) 24x7x365 shift Network Shift Operations Control Centre (NOCC), understand their critical communication needs and achieve agreed KPIs. Support for these services include customer communications, processing service requests and perform incident, change, problem and jeopardy management functions.

**What You’ll Do**

Telstra Enterprise - Enterprise & Business Services helps businesses of all sizes meet their technology needs.

Key Responsibilities:

- Provide specialist expertise in network performance, analysis and escalated fault finding and resolution with focus on analysis and identifying faults on the supported solutions before they impact on customer service 24*7
- Diagnose and resolve technical issues affecting the supported solutions, engaging Field Technicians and Major Incident Management as required to restore Service within the contracted Service Level Agreements.
- Implement Process Improvements through simplification of low value tasks using automations wherever possible.
- Collaborate with colleagues in the development and implementation of improvements to be implemented across the Radio Engineering ecosystem.
- Maintain relationships with key stakeholders, including Product owners, Engineering, Field, Operational and Delivery teams.
- Responsible for producing weekly, monthly, and ad hoc Situational Awareness reports including statistics and graphs to keep the team on track and always progressing forward.
- A willingness to backfill shifts in the SD/NOCC rotating shift roster 24*7 as required, whilst also being willing to participate in a 24x7 recall roster, for NOCC escalation/support.

**About You**

Essential:

- Engineering (Electronics (Radio Communications) qualifications or a minimum of 5 years equivalent full-time experience in the telecommunications industry
- P25, Radio over IP experience or equivalent
- Experience in RF with an understanding of various techniques required for two-way radio transmitter
- Solid understanding of computer systems and network fundamentals
- Strong prioritisation skills and ability to remain calm under pressure
- Clear and concise verbal and written skills
- A passion for Emergency Services and helping the wider community

Highly Desirable:

- Network and or Systems certifications or industry experience equivalent is desirable but not essential.
- Experience working in an Operations centre and/or Service Desk environment.
- Experience working in and contributing to a continuous improvement culture
- Experience working in strict Service Level Agreement (SLA) based environment with focus on the urgency to drive the response and restoration of incidents.
- Experience and/or qualifications which show good understanding of Event, Incident, Problem, Jeopardy and Change Management and their role in the ITIL Service Management model.
- Experience working within Quality Management systems such as ISO9001.

**If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you**
- When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. _
- We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process._