Network Technical Support-9

2 days ago

Sydney, Australia Telstra Full time

**Our Networks & IT team**

Being part of Networks and IT means you will be part of a team that focuses on extending our network superiority to enable the continued execution of our digital strategy. You will be working with world-leading technology and change the way we do IT to ensure business needs drive priorities and accelerate the delivery of our digitisation programme.

**The role with us**

As a **Network Technical Support, **you will provide service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra. This role contributes to our business by delivering rapid triage of customer incidents by working directly with the customer to achieve optimal first in fix results and monitoring networks to prevent incidents before they occur and ensure outages are effectively managed to minimise impact to volume.

**_ Location:_**_ Adelaide or Sydney. This is a rostered role that requires shift work.**Key Responsibilities**
- Continuously improving service reliability and rapidly restoring customer incidents.
- Monitor networks to ensure network performance is optimal.
- Detect and prevent incidents before they occur.
- Engage Specialist and Expert team members to achieve first in fix, learn and develop technical skills.
- Identify and implement opportunities to improve process, efficiencies, and customer experience.
- Cross Skill into different technology hubs

**Key Accountabilities**
- Oversee the management of network and customer faults to ensure effective and timely outcomes
- Meet monthly KPI metrics such as: Incident volume reduction, first in fix and cycle time.
- You will be required to provide technical knowledge in incident management including monitoring, diagnosis and resolution, stakeholder communications, and more.
- Act as an escalation point for high priority incidents
- Establish and maintain effective working relationships with peer groups, other areas of Telstra and suppliers to enable achievement of business objectives.
- Assist with service level reporting analysis and provide input into post incident investigations as required.
- Follow all technical processes and documentation as part of your job requirements and tasks.

To be successful in the role, you'll need:
**Essential**
- Customer service experience preferably in Information Communication Technology (ICT) space
- Studying ICT as part of career plan will be considered
- Can work well in a team environment
- Technical capability with Service Improvement in Assurance Management (SIIAM) or ServiceNow
- CCNA or similar qualification will be highly regarded
- Previous incident management experience is preferred

**Thrive, your way**
The work is complex and challenging, but will put you at the forefront of technological change as it happens and offer you career experiences you won’t find anywhere else.
- ______________

We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.
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