24/7 Enterprise Network Support Analyst

Optus; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive remuneration

Employee discounts

On-site facilities

Parental leave & wellbeing support

Professional development programs

Diversity & inclusion initiatives

Job summary

Optus is seeking a Service Centre Technical Analyst based in Macquarie Park, Sydney, on a 5‑day roster with 24/7 rotating shifts. You will provide specialist technical support across Optus networks, lead major incidents for Enterprise customers, and mentor colleagues to strengthen technical capabilities.

A strong customer service focus and SLAs adherence are essential. The role requires experience in managed network services and CCNA certification (or equivalent), with opportunities to grow

Qualifications

• Experience in managed network services is preferred.
• Excellent communication and customer service skills required.
• Ability to adhere to SLAs and maintain accurate technical documentation.

Responsibilities

• Provide specialist technical support for customers by diagnosing and resolving network problems.
• Maintain technical expertise across Mobile, Fixed, and ICT products.
• Lead major incidents or outages and mentor internal teams.
• Own Enterprise incidents and service requests ensuring SLAs are met.
• Assist Client Specialists in troubleshooting and coach team members.
• Coordinate with TAC and Client Delivery teams to manage tickets efficiently.
• Contribute to product/service updates with technical insights.

Skills

Strong communication

Problem solving

Customer service

Technical aptitude

Documentation accuracy

Mentoring others

Education

CCNA certification (or equivalent)

Job description

Optus is seeking a Service Centre Technical Analyst based in Macquarie Park, Sydney, on a 5‑day roster with 24/7 rotating shifts. You will provide specialist technical support across Optus networks, lead major incidents for Enterprise customers, and mentor colleagues to strengthen technical capabilities.

A strong customer service focus and SLAs adherence are essential. The role requires experience in managed network services and CCNA certification (or equivalent), with opportunities to grow