Job Description

Employment Type Permanent

Closing Date 16 Feb 2024 11:59pm

Job Title Technical Support

Job Summary As a Network Technical Support team member, you will provide service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.



As a Network Specialist, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile, and collaborative environment.

Your role will involve providing high-level technical support and assisting in the development of solutions/fixes and support to the networks, infrastructure, products and services supplied at vendor and those operated by Telstra.

You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors. You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.

What is the focus of the role?

Key Responsibilities

• This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
• Working across all aspects of the customer support experience.
• Detect and prevent incidents before they occur.
• Aid the development and implementation of new technologies to ensure Telstra leads the ICT industry. (For example: Networking)
• Identify and implement opportunities to improve process, efficiencies, and customer experience.
• Provide input into learning and development for our entire ecosystem.
• Cross Skill into different technology hubs
• 24x7 Shift Environment / On-Call support / Australia Business hours

Key Accountability Metrics

• Volume Reduction
• First in Fix
• Cycle Time

Key Decision Rights

• Recall approval
• Escalation Management

To be successful in the role, you\xe2\x80\x99ll.

Skill/Technical Expertise

Proficiency

Recovering from setbacks

Demonstrating the ability to quickly recover from setbacks and applying mindset and behavioural agility to deliver business outcomes in a complex and ambiguous environment

Skilled

• Views change positively and looks beyond the loss of current state
• Demonstrates initiative by suggesting new courses of action
• Tolerates uncertainty and moves comfortably across tasks
• Quickly learns and shifts across activities to avoid delaying the delivery of results

Deploying integrated networks and solutions

Builds systems that install, configure, deploy and monitor network solutions, ensuring effective integration and automation

Skilled

• Configuration: Produces well structured, robust, reusable and secure code to automatically configure, integrate and unit test infrastructure
• Testing: Contributes to, reviews and improves the system test plan, identifying performance benchmarks and test objectives, based on automated test tools, guidelines and frameworks for system testing and acceptance
• Deployment: Works within an automated continuous integration and deployment (CI/CD) framework, estimating the work required for automated deployment activities, and collaborates with partners to create deployment guidelines and approaches in alignment with design requirements, escalating issues as appropriate
• Agile Team Working: Works effectively within an agile team to plan and deliver code that meets the Definition-of-Done (DoD), applying software configuration management (SCM) practices to ensure that code and associated artefacts are properly versioned and controlled
• Systems Engineering: Employs holistic ""systems thinking"", with appropriate integration and automation patterns and manages complexity effectively, for a single technology domain

Transitioning to new networks and solutions

Migrates legacy networks and solutions to new networks and solutions seamlessly, with minimal impact to the customer

Skilled

• "Transition planning: Analyses current infrastructure to identify changes required for transition, informs risk assessment and planning, and executes transitions, managing integration risk
• Testing and Performance monitoring: Uses data infrastructure to establish pre-transition baseline and automatically monitor performance during transition, rapidly responds to service level changes, troubleshoots simple issues and escalates as appropriate
• Decommissioning: Decommissions legacy networks and solutions once transition is complete, following agreed approach and guidelines"

Optimising network and solution performance

Creates systems that monitor and optimise network solution performance across the lifecycle to enable optimal use and outcomes for the end user or customer

Skilled

• "Self-organising networks (SON): Uses an awareness of SON principals (self-healing, self-optimisation and self-configuration) combined with data analytics to support self-organising networks
• Performance monitoring: Establishes network solution baseline performance metrics and uses automated monitoring tools and data infrastructure to evaluate the system against this baseline, ensuring that SLAs are met and that potential issues are rectified before they impact service
• Capacity Planning: Uses automated tools and systems to collect data and develop an accurate view of current and future demand, apply predictive modelling, what-if simulations and bottleneck analysis to anticipate performance issues
• Troubleshooting: Identifies and investigates technologies that automatically identify performance issues, with automated triage and handover to the relevant team for resolution
• Optimisation: Automatically collates and synthesises performance data from multiple data sets to generate insights on potential opportunities for improving the customer experience, determining next steps for implementation in collaboration with other teams
• Lifecycle management: Uses planning systems to automatically integrate network and IT metrics to inform lifecycle management and maintenance strategy
• Technology Roadmap: Contributes external environment awareness to roadmaps for network solutions"

Troubleshooting product and service issues

Identifying the cause of, formulating and testing solutions for and guiding users through corrective steps to resolve product and service issues

Advanced

• Asks probing questions to narrow the cause of the issue
• Applies product/service expertise to systematically work through potential causes of the issue
• Conducts focussed experimentation to test solutions and resolve issues
• Writes and socialises documentation to support self-service

Problem solving

Understanding problems, exploring root causes and evaluating solutions to quickly and effectively solve problems

Skilled

• Identifies problems and asks questions to understand how the problem came about
• Uses different lenses to consider problems from a variety of perspectives
• Shares possible solutions with others and asks for feedback
• Solves problems using the evidence at hand

Network construction

Managing construction to build, integrate and migrate high performing networks for our customers

Skilled

• Supports the development of project plans, budgets and reporting for construction
• Supports contract managers to mobilise construction, executing work orders and invoices
• Manages construction activities under the direction of the leading operative
• Contributes to the maintenance of quality, risk, safety, compliance to support construction

Qualification \xe2\x80\x93 B.E / B. Tech or equivalent

Essential

• 0 to 3 years working in IT industry.
• CCNA or equivalent.
• Knowledge on firewalls.
• Strong understanding on Routing & Switching.
• Incident Management Experience.
• Previous Customer Service experience.
• Written and Verbal communication skills and good English comprehension.

High desirable

• Knowledge / exposure on Network Monitoring Tools.
• Data and IP experience.
• Assurance Team experience.
• Automation/Scripting knowledge or experience.
• Telephone skills / Previous contact centre background.

Telstra