Aussie Broadband’s (ABB) purpose is to change the game. As one our Enterprise Data and Voice Support Engineers, you'll support this by providing front line technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. You will also adhere to drive best technical and support practices so that our customers receive a world-class customer experience.At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of ‘Be good to people’ everyday.Join us as we continue to grow and make a mark as the 5th largest telco in Australia!Why work for Aussie?Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we’re growing fast and not slowing down!Our fantastic culture lives and breathes our values:Don't be ordinary, be awesomeThink BIGNo bullsh*tBe good to peopleHave funWe are proud to be a B Corp Certified company, which means we’re good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.We care about our community through our Pledge 1% commitment, sponsorship programs and our paid staff community service leave offering.The good stuff26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)Discounted internet up to the value of $109 per month20% off our Mobile servicesDay to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many moreCelebrating you! With monthly rewards and recognitionInternal training and resources for you to continue to learn, grow and achieve your career goalsYearly allowance for amazing Aussie merchFitness Passport for access to multiple gyms and pools across AustraliaLet’s Talk About YouDo you think you’ve got what it takes to support customers by providing front line technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests? If so, then you may be looking for an opportunity to work with us an Enterprise Data & Voice Support Engineer.If you think you’ve got what it takes to ‘be awesome’ with us, this is what you need to demonstrate;Experience in data networking with a strong focus on routing and switchingCCNA/CCNP certification or Juniper equivalentExperience with SIP-based PBX Systems and equipment (Cisco, 3cx, Asterisk, Polycom, Yealink) and be certified in SIP School or equivalentA passion and drive for continuous learning and self-improvement coupled with the ability to gain an understanding and competency in new technologies quickly.A strong desire to provide service to the customer beyond their expectations.Demonstrated ability to:Coach and mentor other technical team membersSolve problems and think like a leaderExcellent personal organisation and time management skillsOutstanding written and verbal communication skillsWork independently and as part of a teamLearn quickly and adapt to changing situationHow will you support our “Why?”As our Enterprise Data & Voice Support Engineer, you will put our values up in lights by delivering these activities and outcomes:Dispatch, prioritise, classify, troubleshoot, investigate, and diagnose incidents or faults affecting Enterprise, Government and Wholesale customer or partner products or services and coordinate the resolution of these incidents within the applicable SLA framework.Analyse, plan, deploy and test requested adds, moves, or changes for Enterprise, Government and Wholesale customer or partner services within the applicable SLA framework.Provide regular, relevant, clear, frequent, and proactive updates on customer cases to ensure the customer is kept informed throughout the case resolution lifecycle.Manage all internal and external relationships in the customer's or partner's best interests, maintaining up-to-date case notes and data management.Engage with the sales, account management, billing, and other Aussie Broadband technical and operational teams and, where required, ensure the customer experience when dealing with Enterprise, Government and Wholesale support is seamless and easy to do with business.Coordinate and manage all aspects of the upstream carrier relationship for incidents affecting Enterprise, Government and Wholesale services, including the escalation of carrier faults once they have breached their defined SLAs.Participate in an on-call rotation that focuses on restoring incidents affecting Aussie Broadband customer services outside our normal support hours.Participate in a dispatch rotation which focuses on triaging service requests or incidents in a timely and accurate manner to engineers on standby.Participate in rotational shift work to ensure that Enterprise, Government and Wholesale customers have access to support from 6.30 AM-6.30 PM AEST.Maintain high levels of technical competency through continued learning and application of relevant research, training, self-study, and certifications.Ready to join?Hit the apply button to submit your application and our fantastic team will be in touch!Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.If you have any questions, get in touch today with our team at careers@team.aussiebroadband.com.auJust a heads up, we can’t take applications through email, so make sure you apply via the job link we've set for this role, so you don't miss out!
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