SD Wan Specialisthybrid

**Job no**: QBYJB

**Category**: Enterprise & Government, Technical Support
- Based in Adelaide
- Bring your boldness and stand out in an organisation that supports you to shine.
- Access to awesome perks like a free mobile and home internet plan

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

**This opportunity**

As the SD-WAN and Security focused specialist, you'll be providing support and configurations for FortiNet and Meraki SD-WAN solutions. This role will include providing front line support for Platinum level customer base and escalating for priority support and triage. You will 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 and consolidate the technical efforts of all teams to ensure they are working towards the same end objective. Lastly, you will 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.
- 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.
- Owning and delivering the optimal customer service to internal and external stakeholders.
- Manage expedited fault conditions from Executives and Management for highly sensitive customers, platinum customer and complex fault conditions. Providing the customer with a professional and hands on support model while opening lines of communication and providing dedicated assistance. Greatly improving the customer experience and manage relations to reform confidence in the TPG Brand.

**Knowledge and experience**

Manage and maintain our Enterprise, Government, Wholesale and Business customer base with outstanding customer knowledge and a keen focus on detail to ensure we provide an industry leading 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
- 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.

**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
- TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo._
- Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes._

LI-Hybrid #LI-TS1

Published on 18 Jun 2025,