Assurance Technical Support Officer

Aussie Broadband Limited; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Parental leave: 26 weeks

Discounted internet

Mobile service discounts

Fitness Passport

Flexible working

Employee Assistance Program (EAP)

Partner discounts

Rewards and recognition

Training and development

Merchandise allowance

Job summary

Aussie Broadband Limited is seeking an Assurance Technical Support Officer to investigate and resolve voice and network service issues while delivering exceptional customer outcomes. This permanent role is based in our Dandenong or Traralgon office in Victoria, with a focus on frontline diagnostics and timely resolution.

You will bring knowledge of telco technologies, like Hosted PABX and MPLS, and preferred certifications such as CCNA or NSE4.

Qualifications

• Experience in telecom support roles preferred.
• Strong customer service focus and communication skills.
• Ability to work in Victoria, Australia.

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 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.

Skills

Telco knowledge

Communication skills

Troubleshooting OSI model

Independent & collaborative

Time management

Leadership mindset

Customer service mindset

Tools

CCNA

NSE4

CompTIA A+

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'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

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

Company Background

Aussie Broadband is an Australian operated telecommunications company that was formed in 2008 and is based in Morwell Victoria, Australia. The company’s main focus is nbn™ (NBN) subscription plans and bundles to residential homes, small businesses, not‑for‑profits, corporate/enterprise and managed service providers. As a licensed carrier, the company provides these services through a wholesale agreement with NBN Co, a mix of leased backhaul infrastructure from third parties and its own network equipment. The company also offers a range of other telecommunications services including VoIP, mobile plans and handsets, entertainment bundles through its partnership with Fetch TV and connections through its own fibre, the OptiComm network and its white label platform. With its acquisition of Over the Wire, the company is also a Tier 1 voice provider, and offers a range of tailored cloud, connect and collaborate solutions to business, government and enterprise customers.