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Technical Support Specialist

2 weeks ago

Adelaide Region SA, Australia TPG Telecom Full time

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

SD-WAN and Security focused specialist role providing support and configurations for the FortiNet and Meraki SD-WAN solutions. Front line support for Platinum level customer base. Escalation team for entire support structure. Manager and Executive escalation path for priority support and triage. Manage core network faults and gateway to NOC and Engineering departments.

Responsible for leading the direction and formulating the technical architecture of various departments in accordance with business strategy, working to lead and consolidate the technical efforts of all teams to ensure they are working towards the same end objective. Focus upon the continuous improvements of the technical solutions to enhance performance and capacity and deliver quality services to customers.

**Responsibilities**
- Security and SD-WAN specialist providing company escalations and customer support.
- Work closely with our SD-WAN architecture team to ensure smooth implantation and operations of SD-WAN Solutions.
- Develop and maintain network documentation, including network diagrams, IP addressing and routing tables.
- Collaborate with security and engineering teams to evaluate current working software and technologies and provide feedback on potential risk factors.
- Phone support for all Tier 1 Customers, providing a professional and technical support system to resolve fault conditions and answer questions for customers.
- Ticketing support troubleshooting network faults and service issues and provide call back support and ticket update support.
- Escalated trouble tickets, diagnosing and resolving voice and network faults and mentor staff to provide the best quality of service for TPG customers.
- Manage expedited fault conditions from Executives and Management for highly sensitive customers, platinum customer and complex fault conditions.
- Understand complex issues and technical aptitude to resolve the highest level of fault conditions and help support diverse network technologies.
- Define necessary resources for team, including training courses by identifying knowledge gaps and sourcing external trainers if required.
- Work with engineering departments to develop hardware support documentation, troubleshooting guides and training for the ever expanding TPG product suit.
- Work to improve workplace tools and inefficiencies within the support team and identify key weaknesses and development mitigation plans.
- After hours on-call support as escalations to Management and Corporate support teams and scheduled out of hours work requests for internal and external stakeholders.

**Knowledge and experience**
- At least 5 years experience in a Telco/ISP industry
- At least 5 years experience in the LAN WAN and Networking sector
- At least 3 years supporting and managing SD-WAN solutions
- Certification in FortiNet SD-WAN technologies NSE4,5,&6
- Strong knowledge of WAN technologies such as MPLS, VPN and IP Routing Protocols, EIGRP, IGRP, RIP, OSPF and BGP
- Strong knowledge of Switching and switch vendor support.
- Vendor certification or equivalent workplace experience (CCNP, JNCIS-SP etc)
- Network security experience
- Experience with packet captures and packet structure
- Understanding of DNS and webhosting
- Ability to work within a team and autonomously
- Ability to train others and develop course material
- Strong Communication skills both written and oral
- Proposes technology solutions based on trends and research
- Expert knowledge of IP voice principals and design
- Expert knowledge of Networking principals and design
- Good customer engagement and ability to work under pressure
- Ability to manage and resolve issues within a tight SLA environment
- Excellent time management and ability to multi-task where possible
- Show initiative to go above and beyond and provide excellent customer experience

**Benefits and perks**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that