Assurance Technical Support Officer

Aussie Broadband; Greater Dandenong; On-site; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Parental leave 26 weeks

Internet discount

Mobile service discount 20%

Fitness Passport

Flexible working

Employee Assistance Program

Staff discounts

Job summary

Aussie Broadband is seeking an Assurance Technical Support Officer to diagnose and resolve voice and network issues, ensuring exceptional customer outcomes. The role is permanent and based in either Dandenong or Traralgon offices, with a strong emphasis on problem-solving and proactive collaboration.

You will investigate faults across telco technologies, communicate clearly with customers, and support field staff to maintain service levels.

Qualifications

• Knowledge of telco technologies and networking concepts.
• Certifications such as CCNA, NSE4, or CompTIA A+ are preferred.
• Strong organisation and time-management skills.
• Excellent verbal and written communication.

Responsibilities

• Deliver frontline diagnostics, classification, and issue resolution.
• Meet customer service standards and call-handling targets.
• Respond to technical support requests via phone and digital channels.
• Identify customer needs through effective questioning and product analysis.
• Troubleshoot and resolve service issues in line with SLAs.

Skills

Telco knowledge

Time management

Clear communication

Problem solving

Team collaboration

Independent work

Tools

CCNA

NSE4

CompTIA A+

Job description

At Aussie Broadband, things are done a little bit differently. Our goal is to be the telco people love – customers, team members, shareholders and all stakeholders. We do this by living and breathing our values in everything we do, that'sthe Aussie way. As a B Corp Certified company, we hold ourselves to the highest standards for social and environmental performance, transparency, and accountability.We'reproud to have been named one of Australia's Top Employers by HRD magazine.

Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services,operatestwo Tier 1 voice providers inAustraliaand ownsfibreinfrastructure.

Our culture is built on five values that guide everything we do:

Don'tbe ordinary, be awesome | Think BIG | Nobullsh*t | Be good to people | Have fun

About the Role

Are you passionate about customer service and technical problem-solving? As an Assurance Technical Support Officer, you'll help keep our customers connected by investigating and resolving voice and network service issues while delivering exceptional customer outcomes.

This is a permanent role based in either our Dandenong or Traralgon office.

What You'll Do

• Knowledge of telco technologies (e.g., Hosted PABX, MPLS, Cisco, FortiGate)
• Certifications such as CCNA, NSE4, or CompTIA A+ (or equivalent) isn't necessary but it's preferred
• Strong organisation and time‑management skills
• Clear and confident communication skills
• Ability to troubleshoot using the OSI model
• A proactive approach to problem‑solving and leadership
• Confidence working independently and collaboratively
• A willingness to learn quickly and adapt to new technologies

What You'll Bring

• Deliver frontline diagnostics, classification, and issue resolution
• Meet customer service standards and call‑handling targets
• Respond to technical support requests via phone and digital channels
• Identify customer needs through effective questioning and product analysis
• Troubleshoot and resolve technical and non‑technical service issues in line with SLAs
• Investigate faults using internal and external resources
• Work collaboratively with teams across the business
• Support field staff with fault resolution and installation queries

#LI-SP1

Why Join Us

At Aussie Broadband, we celebrate difference and are committed to creating an inclusive workplace where everyone can bring their whole self to work. As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of "Be good to people."

We also give back to the communities we serve through our Pledge 1% commitment, community sponsorship programs, and paid community service leave for all staff.

The Good Stuff

• 26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government-paid leave)
• Discounted internet up to the value of $109 per month
• 20% off Mobile services
• Fitness Passport for access to multiple gyms and pools across Australia
• Flexible working arrangements
• Employee Assistance Program (EAP)
• Discounts with Specsavers, HCF, and many more
• Monthly rewards and recognition
• Internal training and development resources to support your career growth

For questions, reach out to *******@team.aussiebroadband.com.au. Just note that all applications must be submitted via the job link.