Wholesale Tech Support Engineer - Flexible Hours

Aussie Broadband; Melbourne; On-site; AUD 75,000 - 120,000; Full time

Benefits offered by this job

Parental leave

Internet discount

Mobile discounts

Fitness Passport

Flexible working

EAP

Staff discounts

Merch allowance

Training & development

Job summary

Aussie Broadband is recruiting for Wholesale Assurance Technical Support Officers to join our team and help our Wholesale partners and customers stay connected. You will own faults and escalations, resolve complex service issues, and coordinate with internal and third-party teams to deliver outstanding support.

You’ll work closely with Network Operations, Wholesale Partner Managers and vendors to resolve incidents, and help partners understand products and hardware while identifying workflow

Qualifications

• Experience supporting business telco solutions and managed hardware.
• Solid SIP signaling understanding; call-flow design or SIP trunk experience preferred.
• Experience with SD-WAN, Layer 2 networks, Private IP transit or data centre services.
• Ability to troubleshoot using the OSI model and adapt across workflows and products.
• Excellent verbal and written communication, documentation, organisation and time-management skills.
• Networking certifications such as CCNA, NSE4, CompTIA A+ Networking are highly regarded.

Responsibilities

• Respond to technical support requests by phone and electronic, meeting customer service standards.
• Identify partner and customer needs through effective questioning, product analysis and standard procedures.
• Diagnose and resolve technical and non-technical faults within service levels.
• Research complex faults using internal and external resources, providing clear updates.
• Support field teams with fault and installation enquiries.
• Collaborate with Network Operations, Network Engineering and vendors to resolve incidents.
• Explain products and hardware to partners and customers, and promote improvements.

Skills

Telco troubleshooting

SIP signaling knowledge

SD-WAN & Layer 2 networks

OSI troubleshooting

Strong communication

Team collaboration

Problem solving

Education

CCNA

NSE4

CompTIA Network+

Tools

FortiGate

Cisco routers

SIP trunking

Job description

Aussie Broadband is recruiting for Wholesale Assurance Technical Support Officers to join our team and help our Wholesale partners and customers stay connected. You will own faults and escalations, resolve complex service issues, and coordinate with internal and third-party teams to deliver outstanding support.

You’ll work closely with Network Operations, Wholesale Partner Managers and vendors to resolve incidents, and help partners understand products and hardware while identifying workflow