Wholesale Support Aussie Expert

Symbio; Melbourne; On-site; AUD 75,000 - 110,000; Full time

Benefits offered by this job

Flexible working

Internet discount

Parental leave 26 weeks

Social clubs

Job summary

Symbio in Melbourne is seeking a Wholesale Support Aussie Expert to deliver exceptional customer and internal team support. You’ll work with team leaders, management, business consultants, field technicians, and customers to ensure high service standards and a best-in-class support experience.

You will mentor staff, escalate complex faults, and help design processes to improve operations. Ideal candidates have strong Telco networking knowledge and relevant certifications, with a passion for

Qualifications

• Strong knowledge of Business Telco industry, products (FTTN/C, Fibre, TC1/2/4 services) and business-grade networking equipment.
• Solid understanding of advanced networking technologies and protocols (QoS, MPLS, IPSEC, BGP, OSPF, VLANs, VRF, SD-WAN, Layer 2 networking).
• Experience supporting Cloud Connect, Hosted Phone Systems, and Managed Routing & Switching.
• Relevant industry qualifications or certifications (e.g. CCNA, NSE4, CompTIA A+ / Network+).
• Previous experience in technical support within a call centre environment.

Responsibilities

• Approach problems analytically, troubleshoot complex issues using the OSI model, and resolve technical problems efficiently.
• Provide clear technical guidance across multiple technologies and mentor team members.
• Communicate professionally, both verbally and in writing, while working autonomously and contributing positively to a team environment.
• Adapt quickly to changing technologies and priorities, maintaining excellent organisation and time management skills.

Skills

Business Telco knowledge

Networking fundamentals

Mentoring & coaching

Customer focus

Tools

Cisco ISR

Fortinet firewalls

Cisco Meraki

Job description

Company Description

Symbio is a software company changing the way the world communicates.

Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.

Symbio is part of the Aussie Broadband Group - a fast-growing telecommunications services provider. Listed on the Australian Stock Exchange (ASX: ABB), the Group collectively supplies more than 1 million services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.

Job Description

As our Wholesale Support Aussie Expert, you’ll play a critical role in delivering exceptional support to our customers and empowering our internal teams. You’ll work closely with team leaders, management, business consultants, field technicians, and customers to ensure smooth operations, high service standards, and a best-in-class support experience.

If you thrive on solving complex problems, mentoring others, and making systems and processes better, this could be the role for you.

In this role, you’ll be responsible for delivering the following activities and outcomes:

• Working with team leaders and the management team to support business consultants and maximise customer satisfaction
• Acting as an escalation point for complex faults, service modifications, and enquiries
• Creating, reviewing, and delivering knowledge articles and work instructions to support Business Support Officers
• Providing network and technical support to field technicians and customers
• Mentoring, coaching, and instructing new and existing staff
• Communicating clear, actionable instructions to ensure a well-oiled, high-performing team
• Attending and delivering training to expand team knowledge and capability
• Identifying, designing, and implementing business processes that improve the overall support experience

Qualifications

• Strong knowledge of Business Telco industry, products (FTTN/C, Fibre, TC1/2/4 services), and business-grade networking equipment (Cisco ISR, Fortinet firewalls, Cisco Meraki)
• Solid understanding of advanced networking technologies and protocols (QoS, MPLS, IPSEC, BGP, OSPF, VLANs, VRF, SD-WAN, Layer 2 networking)
• Experience supporting Cloud Connect, Hosted Phone Systems, and Managed Routing & Switching
• Relevant industry qualifications or certifications (e.g. CCNA, NSE4, CompTIA A+ / Network+)
• Previous experience in technical support within a call centre environment

You will demonstrate the ability to:

• Approach problems analytically, troubleshoot complex issues using the OSI model, and resolve technical problems efficiently
• Provide clear technical guidance across multiple technologies and mentor team members
• Communicate professionally, both verbally and in writing, while working autonomously and contributing positively to a team environment
• Adapt quickly to changing technologies and priorities, maintaining excellent organisation and time management skills

Life at Symbio

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee’s happiness, health and wellbeing is important at Symbio.

• Flexible working options to ensure that work doesn’t compromise life outside Symbio and also supports their wellbeing.
• Discounted Aussie Broadband internet.
• Up to 26 weeks paid parental leave including super contributions for primary and secondary carers.
• Social clubs.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.