Wholesale Assurance Technical Support Officer

Aussie Broadband; Australia; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

26 weeks paid parental leave

20% off Mobile services

Flexible working arrangements

Employee Assistance Program (EAP)

Staff discounts

Job summary

Aussie Broadband is seeking two Wholesale Assurance Technical Support Officers to take ownership of faults and escalations, solving complex service issues and coordinating with internal teams and vendors to ensure excellent support for partners and customers.

You will respond to technical requests, analyze needs, and guide customers through product and hardware, while contributing to workflow improvements and knowledge sharing in a fast-moving environment.

Qualifications

• Experience supporting business telco solutions and hosted hardware (PABX, SIP, MPLS).
• Strong knowledge of SIP signaling and call-flow concepts.
• Experience with SD-WAN and data centre services.
• Excellent verbal and written communication skills.
• Relevant networking qualifications or certifications are preferred.

Responsibilities

• Respond to technical support requests by phone and email while meeting service targets.
• Identify partner and customer needs through questioning and product analysis.
• Diagnose and resolve faults within agreed service levels.
• Research complex faults using internal and external resources with timely updates.
• Support field teams with fault and installation enquiries.
• Collaborate with Network Operations, Engineering, Wholesale Partner Managers and vendors to resolve incidents.
• Explain products and hardware to partners and customers.
• Spot opportunities to improve workflows, documentation and team capability.

Skills

Customer-focused troubleshooter

Clear communication

SIP signaling

SD-WAN

OSi model troubleshooting

Education

CCNA

NSE4

CompTIA Network+

Tools

Cisco routers

FortiGate firewalls

SIP trunks

Job description

About UsSymbio, part of the Aussie Broadband Group, is revolutionising global communications. Our platform delivers the full communications stack, from carrier infrastructure to enterprise collaboration solutions, across multiple Asia-Pacific markets. Our goal is to be the telco people love – our customers, team members, shareholders, and partners.Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.Our culture is built on five values that guide everything we do:Don't be ordinary, be awesome | Think BIG | No bullsh*t | Be good to people | Have funReady to put your technical know-how to work where great service genuinely matters?We’re current have two opportunities for Wholesale Assurance Technical Support Officers to join Aussie Broadband and help our Wholesale partners—and their customers—stay connected. You’ll take ownership of faults and escalations, solve complex service issues and collaborate with internal teams and third-party vendors to deliver the kind of support that sets Aussie apart.What you’ll be doingRespond to technical support requests by phone and electronically, while meeting customer service standards and call-handling targets.Identify partner and customer needs through effective questioning, product analysis and standard support procedures.Diagnose and resolve technical and non-technical faults within agreed service levels.Research complex faults using internal and external resources, and provide clear, timely updates.Support field teams with fault and installation enquiries.Work closely with Network Operations, Network Engineering, Wholesale Partner Managers and third-party vendors to resolve incidents.Help partners and customers understand their products and hardware.Spot opportunities to improve workflows, products, documentation and team capability.What you’ll bringYou’re a customer-focused technical troubleshooter who enjoys helping people and can stay organised in a fast-moving environment. You communicate clearly, work well independently and with a team, and bring a practical, ethical and constructive approach.Experience supporting business telco solutions and managed hardware, such as hosted PABX, SIP, data, MPLS, Cisco routers or FortiGate firewalls.A solid understanding of SIP signaling and concepts; call-flow design or SIP trunk experience will be highly regarded.Experience with SD-WAN, Layer 2 networks, Private IP transit or data centre services.The ability to troubleshoot using the OSI model and adapt across different workflows and products.Excellent verbal and written communication, documentation, organisation and time-management skills.The ability to solve problems, learn quickly, drive outcomes and share knowledge with teammates.Relevant networking qualifications or certifications, such as CCNA, NSE4 or CompTIA A+ Networking, will be highly regarded.Ready to change the game?If you’re ready to help our Wholesale partners deliver great outcomes for their customers, we’d love to hear from you. Apply now for one of our two vacancies and bring your technical know-how, curiosity and customer-first mindset to Aussie Broadband.Why Join UsAt Aussie Broadband, we celebrate difference and are committed to creating an inclusive workplace where everyone can bring their whole selves to work. As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of \"Be good to people.\"We also give back to the communities we serve through our Pledge 1% commitment , community sponsorship programs , and paid community service leave for all staff.The Good Stuff26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government-paid leave)Discounted internet up to the value of $109 per month20% off Mobile servicesFitness Passport for access to multiple gyms and pools across AustraliaFlexible working arrangementsEmployee Assistance Program (EAP)Discounts with Specsavers, HCF, and many moreMonthly rewards and recognitionInternal training and development resources to support your career growthYearly Aussie merch allowanceReady to Join?Hit the apply button to submit your application and our team will be in touch!Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.For questions, reach out to [e-mail] . Just note that all applications must be submitted via the job link.