Enterprise Network Tech Support Analyst (24/7)

Singtel Group; Sydney; On-site; AUD 70,000 - 105,000; Full time

Benefits offered by this job

Competitive remuneration and discounts

On-site facilities and amenities

Parental/Family support

Career development opportunities

Job summary

Optus in Sydney is seeking a Service Centre Technical Analyst to provide specialist technical support for customers, diagnose and resolve network problems, and lead incidents. Based in Macquarie Park, the role involves a 5-day week with a 24/7 rotating roster across weekdays, weekends and public holidays.

You will mentor internal teams, ensure SLAs, and collaborate with TAC and Client Delivery teams to resolve tickets efficiently.

Qualifications

• CCNA certification (or equivalent) valuable
• Strong problem-solving and quick decision-making
• Excellent communication with high-level stakeholders
• Passion for delivering exceptional customer service
• Ability to keep up-to-date with emerging technologies
• Experience guiding and coaching team members
• Commitment to SLAs and accurate technical documentation

Responsibilities

• Provide specialist technical support by detecting, diagnosing, testing, isolating and resolving network problems across all Optus platforms.
• Maintain high technical expertise across Mobile, Fixed, and ICT products.
• Ensure fault management procedures are followed and inform key collaborators of faults.
• Act as technical lead for major incidents or outages affecting Enterprise customers.
• Own Enterprise incidents and service requests ensuring SLA compliance.
• Coach and mentor internal staff to grow technical capabilities.
• Liaise with TAC and Client Delivery to manage expectations and resolve tickets efficiently.
• Participate in product/service updates, contributing technical insights to improve customer happiness.

Skills

CCNA certification

Network troubleshooting

Communication skills

Customer service focus

Mentoring/leadership

Staying current with tech

Job description

Optus in Sydney is seeking a Service Centre Technical Analyst to provide specialist technical support for customers, diagnose and resolve network problems, and lead incidents. Based in Macquarie Park, the role involves a 5-day week with a 24/7 rotating roster across weekdays, weekends and public holidays.

You will mentor internal teams, ensure SLAs, and collaborate with TAC and Client Delivery teams to resolve tickets efficiently.