Assurance Technical Support Officer

Symbio; Traralgon; On-site; AUD 75,000 - 105,000; Full time

Benefits offered by this job

26 weeks parental leave

Internet discount

Mobile discount

Flexible working arrangements

Employee Assistance Program (EAP)

Staff recognition program

Training & growth opportunities

Company merch allowance

Job summary

Aussie Broadband is hiring an Assurance Technical Support Officer to deliver frontline diagnostics and classify and resolve faults across voice and network services. You’ll provide a calm, confident support experience, working independently and with colleagues to meet SLAs.

This permanent, full-time role offers inclusive culture, strong training, and opportunities to learn evolving technologies, backed by employee benefits and a commitment to work‑life balance.

Qualifications

• Strong organisation and time-management skills.
• Knowledge of telco technologies ( Hosted PABX, MPLS, Cisco, FortiGate ).
• 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.
• Willingness to learn quickly and adapt to new technologies.
• Tech-curious customer mindset - Loves to help people and not afraid to dive into the tech behind the scenes.

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.
• Investigate faults using internal and external resources.
• Work collaboratively with teams across the business.
• Support field staff with fault resolution and installation queries.

Skills

Frontline diagnostics

Customer service

Telco technologies knowledge

OSI model troubleshooting

Problem-solving

Independent & collaborative work

Quick learning

Tech-curious mindset

Tools

Hosted PABX

MPLS

Cisco

FortiGate

Job description

As an Assurance Technical Support Officer, you’ll help our team deliver dependable, customer‑focused support across voice and network services.

If you’re organised, proactive, comfortable working independently, and keen to keep learning as technologies evolve - all while providing a calm, confident support experience, we'd love to see you apply!

This is a permanent, full-time position.

At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of ‘Be good to people’ everyday.

Join us as we continue to grow and make a mark as the 4th largest telco in Australia!

Why work for Aussie?

Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we’re growing fast and not slowing down!

Our fantastic culture lives and breathes our values:

• Don't be ordinary, be awesome
• Think BIG
• No bullsh*t
• Be good to people
• Have fun

We are proud to be a B Corp Certified company, which means we’re good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.

We care about our community through our Pledge 1% commitment, sponsorship programs and our paid staff community service leave offering.

But don’t just take our word for it – We have been named one of the top employers in Australia by HRD magazine.

The good stuff

• 26 weeks paid parental leave 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 our Mobile services
• Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more
• Celebrating you! With monthly rewards and recognition
• Internal training and resources for you to continue to learn, grow and achieve your career goals
• Yearly allowance for amazing Aussie merch
• Fitness Passport for access to multiple gyms and pools across Australia

Let’s Talk About You

• Strong organisation and time‑management skills
• Knowledge of telco technologies (e.g., Hosted PABX, MPLS, Cisco, FortiGate
• 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
• Tech‑curious customer mindset - Loves to help people and not afraid to dive into the tech behind the scenes to make things work better

How will you support our “Why?”

• 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

If you have any questions, get in touch today with our team at [e-mail]

Just a heads up, we can’t take applications through email, so make sure you apply via the job link we've set for this role, so you don't miss out!