Wholesale Tech Support Engineer – SIP & SD-WAN

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

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.