Assurance Technical Support Officer

Aussie Broadband; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

26 weeks parental leave

Discounted internet

20% mobile discount

Fitness Passport

Flexible working arrangements

Employee Assistance Program (EAP)

Specsavers discounts

Monthly rewards

Internal training and development

Aussie merch allowance

Job summary

Aussie Broadband is seeking an Assurance Technical Support Officer to keep customers connected by investigating voice and network issues, delivering outstanding customer outcomes, and supporting ongoing service reliability. This permanent role is based in our Dandenong or Traralgon offices.

You’ll bring knowledge of telco tech, OSI troubleshooting, strong communication, and the ability to work independently or with teams, with preferred CCNA/NSE4/CompTIA A+ certifications.

Qualifications

• Experience in frontline diagnostics and issue resolution.
• Strong customer service and communication skills.
• Familiarity with OSI model for troubleshooting.
• Able to work independently and in teams.

Responsibilities

• Diagnose and resolve voice and network service issues.
• Deliver frontline diagnostics, classification, and resolution.
• Meet customer service standards and call-handling targets.
• Respond to technical support requests via phone and digital channels.
• Collaborate with teams and support field staff on faults.

Skills

Customer service

Technical troubleshooting

Communication skills

Problem solving

Independent & collaborative work

Education

CCNA

NSE4

CompTIA A+

Tools

Hosted PABX

MPLS

Cisco

FortiGate

Job description

About Us

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's the Aussie way. As a B Corp Certified company, we hold ourselves to the highest standards for social and environmental performance, transparency, and accountability. We're proud 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, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.

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

• Don't be 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

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
• Yearly Aussie merch allowance

For questions, reach out to [e-mail]. Just note that all applications must be submitted via the job link.