Level 2 Network Incident Specialist - Troubleshooting & MTTR

BAI Communications; North Sydney; On-site; AUD 90,000 - 115,000; Full time

Job summary

BAI Communications is seeking a Level 2 Technical Support Specialist to join our Broadcast operations in Australia. You will resolve complex incidents escalated from the NOC and Service Desk, perform deep-dive diagnostics and contribute to ongoing improvement initiatives across the network.

The ideal candidate has 3–5+ years in telecommunications or ICT, strong knowledge of network technologies, and experience with network management systems.

Qualifications

• 3-5+ years in telecommunications, ICT, broadcasting or a similar technical industry.
• Experience in operational support, network operations or technical service environments.
• Strong knowledge of communications and network technologies.
• Experience using network management and monitoring systems.
• Excellent analytical and troubleshooting skills.
• Experience 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.

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 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 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.

Skills

Network troubleshooting

Incident management

Analytical thinking

Stakeholder communication

Technical writing

Education

ITIL Foundation Certification

Tools

Network management systems

Job description

Level 2 Technical Support Specialist Broadcast (18mth FTC)

Join a highly skilled technical support team responsible for resolving complex network incidents, improving service performance, and supporting Australia's critical communications infrastructure.

WHY BAI COMMUNICATIONS

It’s an exciting time to be part of BAI Communications. Building on our achievements in broadcasting, telecommunications and critical communications, we continue to expand our operations, helping connect people and support communities.

We operate one of the world’s most extensive broadcast networks, delivering fully managed television and radio services to 99% of the Australian population. During crises such as natural disasters, national broadcasters depend on BAI to maintain vital communications, while emergency services trust us to keep them connected and informed.

As 5G technology transforms connectivity, BAI is leveraging global experience to enable comprehensive coverage in challenging environments—buildings, tunnels, stadiums, and high-density areas. This expertise positions us at the forefront of intelligent, connected infrastructure development across Australia.

Our acquisition of Titan ICT has strengthened our mission-critical capabilities, adding deep expertise in mining, resources, and energy industries. This expansion enables us to deploy robust solutions across Australia’s most demanding operational environments.

Discover more through BAI360, our virtual tour platform.

LET’S EXPLORE THE ROLE

As a Level 2 Technical Support Specialist, you'll be part of the Level 2 Support team responsible for the technical resolution of complex incidents escalated from the Network Operations Centre (NOC) and Service Desk. You'll conduct deep-dive 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 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 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.

LET’S HEAR ABOUT YOU

You are a technically capable problem solver who enjoys investigating complex network issues and working collaboratively to deliver excellent customer outcomes.

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.

This role is subject to BAI's Restricted Work Location Policy and requires work to be performed from a controlled environment due to privileged access to essential systems. This means you will be required to work from the office only. Successful applicants will be required to complete a Criminal History Check prior to commencement.

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