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

Colonial Group; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

BAI Communications seeks a Level 2 Technical Support Specialist to join a skilled team responsible for resolving complex incidents escalated from the NOC and Service Desk. You will analyse network performance, lead during major incidents and contribute to continuous improvement across the communications network.

The candidate should have 3-5+ years in telecom/ICT, strong troubleshooting and documentation skills, and familiarity with ITIL principles.

Qualifications

• 3-5+ years in telecommunications, ICT, broadcasting or similar technical industry.
• Experience 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 in customer-focused service delivery environments.
• Strong technical writing and documentation skills.
• ITIL service management knowledge is highly regarded.

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 as a technical SME.
• Analyze network data to identify recurring issues and drive problem management.
• Contribute to improvements reducing MTTR and increasing availability.
• Monitor service configuration accuracy and support CM practices.
• Prepare operational reports and track SLA and performance metrics.
• Develop knowledge articles and documentation.
• Mentor and support capability development across teams.

Skills

Network troubleshooting

Customer-focused support

Technical writing

ITIL awareness

Tools

Network monitoring tools

Job description

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 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.

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.

Why join us?

• 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.

#OneBAIteam #CustomerFirst #DriveGrowth #Adapt&Learn #LI-BAI #Hiring #baipeople

Agencies, please note: All BAI vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will contact our preferred agency partners, Thank you.