Technical Support & Network Assurance Specialist

Aussie Broadband Limited; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Parental leave: 26 weeks

Discounted internet

Mobile service discounts

Fitness Passport

Flexible working

Employee Assistance Program (EAP)

Partner discounts

Rewards and recognition

Training and development

Merchandise allowance

Job summary

Aussie Broadband Limited is seeking an Assurance Technical Support Officer to investigate and resolve voice and network service issues while delivering exceptional customer outcomes. This permanent role is based in our Dandenong or Traralgon office in Victoria, with a focus on frontline diagnostics and timely resolution.

You will bring knowledge of telco technologies, like Hosted PABX and MPLS, and preferred certifications such as CCNA or NSE4.

Qualifications

• Experience in telecom support roles preferred.
• Strong customer service focus and communication skills.
• Ability to work in Victoria, Australia.

Responsibilities

• Deliver frontline diagnostics, classification and issue resolution.
• Meet customer service standards and call-handling targets.
• Respond to technical support requests via phone and digital channels.
• Identify customer needs through effective questioning and product analysis.
• Troubleshoot and resolve technical and non-technical service issues in line with SLAs.
• Investigate faults using internal and external resources.
• Work collaboratively with teams across the business.
• Support field staff with fault resolution and installation queries.

Skills

Telco knowledge

Communication skills

Troubleshooting OSI model

Independent & collaborative

Time management

Leadership mindset

Customer service mindset

Tools

CCNA

NSE4

CompTIA A+

Job description

Aussie Broadband Limited is seeking an Assurance Technical Support Officer to investigate and resolve voice and network service issues while delivering exceptional customer outcomes. This permanent role is based in our Dandenong or Traralgon office in Victoria, with a focus on frontline diagnostics and timely resolution.

You will bring knowledge of telco technologies, like Hosted PABX and MPLS, and preferred certifications such as CCNA or NSE4.