Job Title: Technical Expert
Employment Type: Permanent
Closing Date: 31 Jan 2025 11:59pm
Job Summary:
This role requires a skilled and experienced technical expert to work in the TAS Government Radio Network (GRN) 24x7x365 shift Network Shift Operations Control Centre (NOCC). The successful candidate will understand the critical communication needs of these services and achieve agreed KPIs.
Key Responsibilities:
* Provide specialist expertise in network performance, analysis, and escalated fault finding and resolution with a focus on analysis and identifying faults on supported solutions before they impact customer service.
* Diagnose and resolve technical issues affecting supported solutions, engaging Field Technicians and Major Incident Management as required to restore Service within contracted Service Level Agreements.
* Implement Process Improvements through simplification of low-value tasks using automations wherever possible.
* Collaborate with colleagues in the development and implementation of improvements to be implemented across the Radio Engineering ecosystem.
* Maintain relationships with key stakeholders, including Product owners, Engineering, Field, Operational, and Delivery teams.
* Responsible for producing weekly, monthly, and ad hoc Situational Awareness reports, including statistics and graphs, to keep the team on track and always progressing forward.
* A willingness to backfill shifts in the SD/NOCC rotating shift roster 24*7 as required, whilst also being willing to participate in a 24x7 recall roster, for NOCC escalation/support.
About You:
The ideal candidate will have engineering qualifications or a minimum of 5 years equivalent full-time experience in the telecommunications industry. Essential skills include P25, Radio over IP experience, and knowledge of RF techniques. A strong understanding of computer systems and network fundamentals is also required.
Desirable Qualifications:
* Network and/or Systems certifications or industry experience equivalent is desirable but not essential.
* Experience working in an Operations centre and/or Service Desk environment.
* Experience working in and contributing to a continuous improvement culture.
* Experience working in strict Service Level Agreement (SLA) based environments with a focus on urgency to drive response and restoration of incidents.
* Experience and/or qualifications showing good understanding of Event, Incident, Problem, Jeopardy, and Change Management and their role in the ITIL Service Management model.
* Experience working within Quality Management systems such as ISO9001.