Enterprise Network Incident Specialist

Cari; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive remuneration

Colleague discounts

On-site gym and facilities

Parental leave

Job summary

Optus is seeking a Service Centre Technical Analyst in Macquarie Park, Sydney. The role supports customer happiness by handling incidents and service requests with impeccable delivery, working on a 24/7 rotating roster and a 5-day week.

You will provide specialist technical support across Mobile, Fixed, and ICT, mentor teammates, and drive fault management with clear communication to stakeholders. A CCNA background is highly regarded.

Qualifications

• Experience in managed network services with CCNA certification (or equivalent) highly regarded.
• Outstanding problem-solving skills and the ability to think on your feet to make key decisions.
• Strong communication skills, confident in interacting with high-level businesses and internal collaborators.

Responsibilities

• Provide specialist technical support for customers by detecting, diagnosing, testing, isolating, and resolving network problems across Optus platforms.
• Maintain a high level of technical expertise across supported Optus products (Mobile, Fixed, ICT).
• Act as the technical lead for major incidents or outages impacting Enterprise customers and mentor internal collaborators.
• Primary responsibility for all Enterprise Incidents and Service Requests, ensuring SLAs are met.
• Liaise with internal TAC and Client Delivery teams to manage customer expectations and resolve tickets efficiently.

Skills

CCNA certification

Problem solving

Communication skills

Customer service

Mentoring

Job description

Optus is seeking a Service Centre Technical Analyst in Macquarie Park, Sydney. The role supports customer happiness by handling incidents and service requests with impeccable delivery, working on a 24/7 rotating roster and a 5-day week.

You will provide specialist technical support across Mobile, Fixed, and ICT, mentor teammates, and drive fault management with clear communication to stakeholders. A CCNA background is highly regarded.