Technical Assurance Representative

Company Description

Symbio (ASX: SYM) is a software company changing the way the world communicates.

Headquartered in Sydney, Symbio powers billions of calls and messages each year, owns networks in 3 countries and employs over 450 staff worldwide. Symbio was founded in Sydney in 2002 and is listed on the Australian Stock Exchange.

Our Vision 2030 goal to have 100 million numbers on our network is our ‘north star’ and everything we do - every code release, every customer win, every port-in, every completed ticket - brings us closer to this objective.

**Job Description**:
As a global network operations team, you will manage, control, and monitor one or more networks, maintain optimal network operations across a variety of platforms, mediums and communications channels. performing network traffic management and network.

The Technical Assurance representative you will provide support on a 12/7 basis, follow the sun model. You will report to the Team Manager Service Assurance Support Team and you will be expected to** work on a shift** **roster. **You will be responsible for maintaining and rectifying all faults by monitoring and managing network elements, utilising the network management system and incident ticket system/s to manage service assurance incidents to meet established Service Levels. This will include responding to breaches in Quality of Service raised through alarms or customer tickets including modifying call routing to commercially viable alternatives while working with vendors and underlying Carriers to restore performance back to benchmark levels.

This role requires effective communication and positive engagement with Symbio Domestic, International and Southeast Asia customers, both existing and new, external third-party suppliers and carriers.

The importance of this role is to ensure the Symbio brand is highly regarded in each industry market by managing incidents and outages end-to-end in accordance with ITIL best practices and appropriate service level agreements/targets. This will ensure we deliver an exceptional customer experience, by providing our customers with a single point of contact and support to minimise service downtime.

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

- Minimum 3 years’ experience of Domestic and /or international voice and data traffic routing, service management and monitoring performance characteristics.
- Telecommunications certification highly regarded
- Demonstrable competence in using core network management systems and operational support systems.
- Demonstrable competence in analysing voice network signalling and interpreting call handling functions (e.g. ISDN, SIP).
- Product Knowledge - A sound general knowledge of telecommunications products & services, such as Voice Carriage, SIP/RTP, Mobile, Fax/Landline services, Data services, and Billing.
- Proven customer service skills with a great phone manner and excellent written communication skills.
- Proactive, can-do attitude
- Competent in operating IP networks and associated DCN management/analysis systems.
- Able to multi-task and correctly prioritise escalated problems based on sound judgement and decision making when under pressure.
- Able to translate complex technical problems into simple logical terms.
- Team player, proactive and outcome focussed

**What's it like to work here?**

We strive for a healthy, inclusive, and flexible workplace. We nurture diversity, continuous learning in the latest technology and thinking. Innovative benefits include parental leave for mums and dads, remote working, and a comfortable, fun work environment with social events, prayer rooms, pool tables and fully stocked bar

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

Additional Information
**Life at Symbio**

Symbio (ASX: SYM) is a software company changing the way the world communicates.

Symbio brings together everything needed to deploy and manage modern communication services. Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.

Symbio’s products power calling and messaging for government and enterprise, software platforms, global telecoms, and much more.

Headquartered in Sydney, Symbio powers billions of calls and messages each year, owns networks in 3 countries and employs over 500 staff worldwide. Symbio was founded in Sydney in 2002 and is listed on the Australian Stock Exchange