Service Centre Technical Analyst

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

Benefits offered by this job

Product discounts

On-site amenities

Parental leave

Wellbeing support

Job summary

Optus in Sydney is seeking a Service Centre Technical Analyst to support customer happiness by diagnosing and resolving network incidents and service requests across Mobile, Fixed, and ICT.

Based in Macquarie Park with a 5-day week on a 24/7 rotating roster, you’ll lead major incidents, mentor teammates, and collaborate with TAC and Client Delivery to meet SLAs while delivering clear, proactive communication.

Qualifications

• Experience in managed network services and CCNA certification (or equivalent).
• Strong problem-solving and quick decision-making abilities.
• Excellent communication with high-level businesses and internal teams.
• Passion for delivering outstanding customer service.

Responsibilities

• Provide specialist technical support for customers by detecting, diagnosing, testing, isolating, and resolving network problems across all Optus product and network platforms.
• Maintain a high level of technical expertise across the supported Optus products, including Mobile, Fixed, and ICT.
• Ensure fault management procedures are strictly followed and keep key collaborators informed of customer and network faults as required.
• Act as the technical lead for major incidents or outages impacting Enterprise customers, providing mentorship and support to internal collaborators.
• Primary responsibility for all Enterprise customer Incidents and Service Requests, ensuring tickets meet defined SLAs.
• Aid Client Specialists in troubleshooting technical challenges and provide coaching and mentoring to develop technical expertise within the Service Centre.
• Liaise with internal TAC and Client Delivery teams to manage customer expectations and resolve tickets efficiently.
• Participate in new product and service updates, offering technical insights and ensuring customer happiness through clear communication.

Skills

CCNA certification

Problem solving

Communication skills

Customer service

Job description

Every day, millions of Australians connect, work, stream, and stay in touch on the Optus network. When it works seamlessly, it's easy to take for granted. But behind it is a team making thousands of decisions every day - decisions that keep people, businesses and communities connected.

Right now, Optus is focused on getting the fundamentals right - simplifying how we work, lifting standards, and building a more reliable, resilient experience for our customers.

It’s not about surface-level change. It’s about how we make decisions, how we work together, and how we deliver.

The Service Centre Technical Analyst at Optus is an opportunity to demonstrate your technical skills while supporting customer service. This role is vital in ensuring customer happiness by handling incidents and service requests with impeccable delivery.

Based in Macquarie Park, Sydney, this role offers the flexibility of a 5-day working week within a 24/7 rotating roster. You'll be part of a dynamic team environment, with shifts scheduled across weekdays, weekends, and public holidays, flexibility and availability across all rostered hours are essential.

What You’ll Do

• Provide specialist technical support for customers by detecting, diagnosing, testing, isolating, and resolving network problems across all Optus product and network platforms.
• Maintain a high level of technical expertise across the supported Optus products, including Mobile, Fixed, and ICT.
• Ensure fault management procedures are strictly followed and keep key collaborators informed of customer and network faults as required.
• Act as the technical lead for major incidents or outages impacting Enterprise customers, providing mentorship and support to internal collaborators.
• Primary responsibility for all Enterprise customer Incidents and Service Requests, ensuring tickets meet defined SLAs.
• Aid Client Specialists in troubleshooting technical challenges and provide coaching and mentoring to develop technical expertise within the Service Centre.
• Liaise with internal TAC and Client Delivery teams to manage customer expectations and resolve tickets efficiently.
• Participate in new product and service updates, offering technical insights and ensuring customer happiness through clear communication.

What You Bring

• Experience in managed network services with CCNA certification (or equivalent) highly regarded.
• Outstanding problem-solving skills and the ability to think on your feet to make key decisions.
• Strong communication skills, confident in interacting with high-level businesses and internal collaborators.
• A passion for customer service and a drive to deliver outstanding support.
• Ability to stay updated with new and emerging technologies that may impact Enterprise customers or Optus business.
• Experience in guiding and supporting team members to develop technical skills.
• Dedication to adhering to SLAs and maintaining accurate technical documentation.

The good stuff….

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future‑ready skills with Optus U’s industry‑focused micro‑credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through colleague‑led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 - in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [e-mail] or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity