Compassionate Disability & Aged Care Support Specialist

Hillsberry Care Pty Ltd; Sydney; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Flexible work options

LinkedIn Learning access

Study and volunteer leave

Referral program

Job summary

BAI Communications is seeking a Level 2 Technical Support Specialist (Broadcast) to join the NOC/Service Desk in Sydney for an 18-month fixed-term contract. You will resolve complex incidents, perform deep diagnostics, and support critical broadcast infrastructure to ensure service continuity.

You will work with telecommunications technologies, provide technical leadership, document processes, and contribute to continuous improvement initiatives to reduce MTTR and uphold SLAs.

Qualifications

• 3–5+ years in telecommunications or ICT with incident resolution experience.
• Experience in NOC/service desk environments and major incident support.
• Strong technical writing and documentation skills.

Responsibilities

• Receive, triage and resolve complex incidents escalated from the NOC and Service Desk.
• Perform advanced fault diagnostics across telecom networks and infrastructure.
• Provide technical leadership during high-impact incidents.
• Support Major Incident Management as a technical subject matter expert.
• Analyse network and incident data to identify recurring issues and drive problem management.
• 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 and performance metrics.
• Develop knowledge articles and technical documentation.
• Mentor and support technical capability development across Service Management teams.

Skills

Network troubleshooting

Technical writing

Stakeholder engagement

ITIL Foundation

Analytical skills

Education

ITIL Foundation Certification

Tools

Network monitoring systems

Job description

Level 2 Technical Support Specialist Broadcast (18‑month FTC)

Join a highly skilled technical support team. Resolve complex network incidents, improve service performance and support critical comms infrastructure. At BAI Communications it’s an exciting time to be part of a growing organisation that delivers television and radio services to 99% of the Australian population. During crises BAI maintains vital communications for national broadcasters and emergency services. As 5G technology transforms connectivity, BAI leverages global experience to enable comprehensive coverage in challenging environments—buildings, tunnels, stadiums and high‑density areas.

As a Level 2 Technical Support Specialist you will be part of the Level 2 Support team responsible for technical resolution of complex incidents escalated from the Network Operations Centre (NOC) and Service Desk. You will conduct deep‑in‑depth investigations, support major incidents, analyse network performance trends and contribute to continuous improvement initiatives across BAI’s communications network.

Key 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 and guidance during prolonged or high‑impact incidents.
• Support Major Incident Management 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 Mean Time to Restore (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.

About You

• 3‑5+ years’ experience within 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.
• Demonstrated experience using network management and monitoring systems.
• Excellent analytical and troubleshooting skills.
• Experience working in customer‑focused service delivery environments.
• Strong technical writing and documentation skills.
• Knowledge of ITIL service management principles with ITIL Foundation Certification highly regarded.
• Familiarity with AIIMS principles is advantageous.
• Ability to interpret technical drawings and documentation.
• Strong stakeholder engagement and communication skills.

Benefits & Culture

• Inclusive culture supported by a DEI strategy, Champion Network, Diversity Council membership and regular events.
• Strong focus on development with a performance framework and LinkedIn Learning access.
• Flexible work options, gender‑neutral parental leave, study and volunteer leave.
• Recognition programs for high performance and peer appreciation.
• Corporate discounts and novated leasing via SG Fleet.
• Referral program that reflects our positive culture.

BAI is committed to inclusive recruitment.

All BAI vacancies are managed by our internal Talent Acquisition Team.