Flexible Wholesale Tech Support Specialist

Symbio; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

26 weeks paid parental leave

Discounted internet

20% off Mobile services

Fitness Passport

Flexible working arrangements

Employee Assistance Program (EAP)

Discounts with Specsavers, HCF, and %

Monthly rewards and recognition

Internal training and development

Yearly Aussie merch allowance

Job summary

Aussie Broadband is seeking two Wholesale Assurance Technical Support Officers to help our Wholesale partners—and their customers—stay connected. You’ll take ownership of faults and escalations, solve complex service issues and collaborate with internal teams and third-party vendors to deliver the kind of support that sets Aussie apart.

You'll work with Network Operations, Network Engineering, Wholesale Partner Managers and third-party vendors to resolve incidents and help partners understand

Qualifications

• Experience supporting business telco solutions and managed hardware, such as hosted PABX, SIP, data, MPLS, Cisco routers or FortiGate firewalls.
• A solid understanding of SIP signaling and concepts; call-flow design or SIP trunk experience will be highly regarded.
• Experience with SD-WAN, Layer 2 networks, Private IP transit or data centre services.
• The ability to troubleshoot using the OSI model and adapt across different workflows and products.
• Excellent verbal and written communication, documentation, organisation and time-management skills.
• The ability to solve problems, learn quickly, drive outcomes and share knowledge with teammates.
• Relevant networking qualifications or certifications, such as CCNA, NSE4 or CompTIA A+ Networking, will be highly regarded.

Responsibilities

• Respond to technical support requests by phone and electronically, while meeting customer service standards and call-handling targets.
• Identify partner and customer needs through effective questioning, product analysis and standard support procedures.
• Diagnose and resolve technical and non-technical faults within agreed service levels.
• Research complex faults using internal and external resources, and provide clear, timely updates.
• Support field teams with fault and installation enquiries.
• Work closely with Network Operations, Network Engineering, Wholesale Partner Managers and third-party vendors to resolve incidents.
• Help partners and customers understand their products and hardware.
• Spot opportunities to improve workflows, products, documentation and team capability.

Skills

Telco support

SIP signaling

SD-WAN

OSI model

Networking certs

Communication skills

Job description

Aussie Broadband is seeking two Wholesale Assurance Technical Support Officers to help our Wholesale partners—and their customers—stay connected. You’ll take ownership of faults and escalations, solve complex service issues and collaborate with internal teams and third-party vendors to deliver the kind of support that sets Aussie apart.

You'll work with Network Operations, Network Engineering, Wholesale Partner Managers and third-party vendors to resolve incidents and help partners understand