Technical Solutions Support

**Hi, we’re Telstra Purple** People bringing purpose to technology.

We are Australia’s largest owned technology services business, focused on outcome-based, transformative tech solutions that help our customers cut through IT complexity to achieve their bespoke goals, faster. If solving unique problems sparks your interest to help change a business, a community or the environment for the better - we’re in sync.

**The opportunity**

The main purpose of the role is to support the Purple Managed Service team to deliver high quality support services to Purple’s clients, through exceptional communication skills and service excellence.

Some of your responsibilities will include:

- Ensuring Level 2 support of Purple’s Managed Service’s clients through call handling and ticket creation, support triage, real time monitoring, proactively managing Response SLA’s efficiently whilst working towards resolution in a timely manner
- Appropriate and efficient escalation of tickets and client issues to senior technical consultants, vendors and management as required, and ensuring accuracy of detail within support tickets
- Support of solutions based on Cisco, Fortinet, Palo Alto, F5 Loadbalancers, Aruba, Z-scaler VeloCloud, SilverPeak & Riverbed
- Managing incident and support requests according to SLA priorities and Purple dashboards
- Working with our internal management tools to proactively identify, troubleshoot and resolve incidents
- Assisting with the on boarding of new clients into managed services and onto our management toolsets and systems
- Establish and maintain effective working relationships with other team members, the engineering peers.
- Liaise professionally and effectively with key customer stakeholders to achieve high levels of customer satisfaction.
- Ensure compliance to processes and standards (including incident and change management processes) to avoid any disruption to customer’s production environments. This could include performing some out of hours work.
- Participate in a weekly out of hours on-call rotation within the team. Currently once in 8 weeks.
- Liaise with internal and external stakeholders, to arrange and/or participate in acceptance testing of products and equipment, including but not limited to coordination of model & field trials, analysis of results, and verification of new products and platform enhancements.
- Participate in investigations, and work with internal and external stakeholders, to facilitate improvements in equipment/software performance.

**About you**
- Experience in working within a support team in a similar role
- Demonstrated ability in fault logging and ticket management
- Sound time management skills, and self-motivation
- Excellent phone manner and customer communication skills
- Excellent analytical and technical troubleshooting skills / experience
- Attention to detail and quality documentation skills is essential
- A dedicated approach to customer service and exceeding expectations.
- Solving problems of varying complexity through analysis, synthesis of potential solutions, and test/deployment of technical resolutions.
- Appreciation for the importance of ITIL processes including, but not limited to change management, incident management, and event management.

**Nice to haves - so make sure to put on your CV if you have them**
- ITIL v4 Foundation certification preferred
- Cisco CCNA with the relevant routing and switch experience
- NSE-4 Fortinet Certification or any base level Palo-Alto certifications
- Security experience in Checkpoint, Mimecast, Okta, Cylance, Blue Coat, Zscaler, Crowd strike..
- Aruba ClearPass, Airwave or wireless networking experience (desirable)
- Fortinet NSE5-8
- SD-Wan - VeloCloud, Silverpeak
- Aruba ClearPass, Airwave knowledge
- Cisco DNA Center, Meraki, Integrated Security Endpoint (ISE), Firepower
- Application delivery experience in Riverbed WAN Optimization (RCSA-W)
- F5 Load Balancing Roadmap Certs such as 101, 201, 301 (LTM, GTM, APM, ASM)
- Working knowledge of hardware platforms such as HP, Dell, IBM & Cisco (desirable)
- Science Logic experience will be highly regarded.
- Experience in diagnosing and troubleshooting alerts via monitoring tools
- Network programming/automation skills in Python or Ansible

**What we offer**
- Access to professional development
- 16 weeks paid parental leave for both primary and secondary carers
- Laptop/ Device
- 20gb Hotspot, to enable you to work from anywhere
- Work/life enablement; so you can balance work + life’s other responsibilities
- An epic (free) Telstra mobile phone and plan
- Purchased Annual Leave scheme
- Salary sacrifice / packaging. Set aside part of your salary to pay for things like extra toolkit, short term incentive-to-Super
- 25% discount on Telstra products and services
- An additional Telstra day off and a volunteer day off
- Opportunity to earn points through our internal recognition program

Please note: The role requires some support and