Broadcast Level 2 Tech Support - Incident Resolution

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

Benefits offered by this job

DEI program

LinkedIn Learning

Flexible work options

Parental leave

Leave for study and volunteering

Recognition programs

Corporate discounts

Novated leasing

Referral program

Job summary

BAI Communications is seeking a Level 2 Technical Support Specialist (Broadcast) for an 18-month fixed-term contract in NSW. You will join a skilled support team handling complex incidents escalated from NOC and Service Desk, performing deep-dive investigations and leading technical responses during major incidents to minimize disruption.

You’ll analyse network trends, push for MTTR reductions, and craft knowledge articles while mentoring peers.

Qualifications

• 3–5+ years' experience in telecommunications, ICT, broadcasting or a similar technical industry.
• Experience working in operational support, network operations or technical service environments.
• Strong knowledge of communications and network technologies.

Responsibilities

• Receive, triage and resolve complex technical incidents escalated from the NOC and Service Desk.
• Perform advanced fault diagnostics across communications and network infrastructure.
• Provide technical leadership during prolonged or high-impact incidents.
• Support Major Incident Management activities as a technical subject matter expert.
• Analyse network and incident data to identify recurring issues and drive problem management initiatives.
• Contribute to improvements that reduce MTTR and increase network availability.
• Monitor service configuration accuracy and support configuration management practices.
• Prepare operational reports and track SLA, availability and performance metrics.
• Develop knowledge articles and technical documentation.
• Mentor and support technical capability development across Service Management teams.

Skills

Network troubleshooting

Analytical skills

Stakeholder engagement

Documentation skills

Customer-focused service delivery

Education

ITIL Foundation Certification

Tools

Network monitoring systems

Job description

BAI Communications is seeking a Level 2 Technical Support Specialist (Broadcast) for an 18-month fixed-term contract in NSW. You will join a skilled support team handling complex incidents escalated from NOC and Service Desk, performing deep-dive investigations and leading technical responses during major incidents to minimize disruption.

You’ll analyse network trends, push for MTTR reductions, and craft knowledge articles while mentoring peers.