Level 2 Technical Support Specialist Broadcast (18-mth FTC)

BAI; North Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

DEI program

LinkedIn Learning

Flexible work options

Parental leave

Leave for study and volunteering

Recognition programs

Corporate discounts

Novated leasing

Referral program

Job summary

BAI Communications is seeking a Level 2 Technical Support Specialist (Broadcast) for an 18-month fixed-term contract in NSW. You will join a skilled support team handling complex incidents escalated from NOC and Service Desk, performing deep-dive investigations and leading technical responses during major incidents to minimize disruption.

You’ll analyse network trends, push for MTTR reductions, and craft knowledge articles while mentoring peers.

Qualifications

• 3–5+ years' experience in 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.

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 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 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

Analytical skills

Stakeholder engagement

Documentation skills

Customer-focused service delivery

Education

ITIL Foundation Certification

Tools

Network monitoring systems

Job description

Level 2 Technical Support Specialist Broadcast (18-mth FTC)

Join a highly skilled technical support team. Resolve complex network incidents, improve service performance & support critical comms 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 front line 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 , 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.

BENEFITS & CULTURE

At BAI, we value diversity and welcome applications from Aboriginal and Torres Strait Islander peoples, culturally diverse communities, people with disability, and LGBTQIA+ individuals.

Guided by our principles—One BAI Team, Customer First, Adapt and Learn, and Drive Sustainable Growth—we create an environment where you can thrive.

• 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.
• A referral program that reflects our positive culture.

BAI is committed to inclusive recruitment. If you need adjustments or alternative application options, please contact recruitment(at)baicommunications.com.