About the role :
This is a 24x7 Shift work-based role to provide technical support to customers for faults and other network related issues that impact on customer service.
Provide specialist technical support for customers.
Receive, detect, diagnose, test, isolate and resolve network problems across all Uecomm network platforms (Fibre, Ethernet, MPLS, VPLS, xWDM, DSL and IP).
Ensure fault management procedures are followed and adhered to and those key stakeholders within the company are informed of customer and network faults as required.
Proactively monitor the network using a series of surveillance tools.
Ensure that customer Service Level Agreements are met and that the customer is provided with regular updates pertaining to their fault.
Ensure all data and information available to the Network Operations Center is accurate and update this data if necessary
Provide direction to onsite field staff on all technical issues.
Monitor and control all network hazards / outages
Experience required :
Technical specialist knowledge with current and next generation voice and data Networks, interfaces, systems and technology used is essential.
Demonstrated experience in a customer focused environment in particular fault management
Practical experience in trouble shooting and fault analysis methodologies is essential
Highly motivated, customer focused ready to accept responsibility and be able to work as part of a team is essential.
Good personal tact, discretion, judgment and interpersonal skills are essential
Excellent Organisation skills with the ability to follow things through to completion with good self-management skills
Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!
Due to COVID-19 and the rise of job applicants in the market, it may take us a bit longer than usual for us to come back to you.
We appreciate your understanding and patience during these unprecedented times.