Technical Specialist

So, why Optus?

At Optus, we don’t sit back and let the future happen to us – we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

About the role:

The primary purpose of this role is to facilitate the delivery of managed services and technical support for Unified Communication technologies according to Optus Enterprise service delivery models and contracted service level agreements. This may require you to work at the customer site on a regular basis.

In this role, your primary focus will be the operational ownership, management and resolution of technical services related to Unified Communications, Collaboration and Productivity domains as a part of the Optus Enterprise Advanced Technical Assistance Centre (ATAC) team based in Sydney. The Optus Enterprise ATAC provides support and delivery of ICT services to enterprise and government clients in the Australian market who may have infrastructure and services in international locations. The ATAC is a premiere support offering by Optus Enterprise, providing full-stack technical management and thought leadership for products developed by both Optus and its market-leading vendor partnerships.

As a highly-engaged subject matter expert with deep hands-on experience in Cisco UC & Collaboration technologies with enterprise-grade Session Border gateway experience, intimate with Session Initiation Protocol (SIP), you will be working in a team of top-tier technical operators, obsessed with Client Experience (Cx) and devoted to Workspace Experiences (Wx) for our large clients at the ‘top-end-of-town’, working complex cases within a mature ITIL service management framework. You will also provide technical leadership and mentoring to the Technical Analysts on the frontline of our service, ensuring a strong capability throughout the depth of the team.

You will also need to engage with Vendors for support on applications and systems.

You may be required to participate in an on-call roster.

You may be required to work at the Customer’s premises on a regular basis.

Requirements:

• Meet or exceed customer service SLAs
• Take ownership of customer issues escalated to you and update the incident manager and customer as appropriate.
• Optimise outcomes for customers and OB MS&D
• Manage workflow to ensure Major Network or Sensitive Customer Faults are prioritised
• Represent customer needs in a fast-moving fluid business environment
• Increase customer loyalty
• Interactions & incidents are updated in ServiceNow.

Essentials/must have

• Relevant military, tertiary and industry qualifications in ICT, engineering, signals, Collaboration and Unified Comms or equivalent experience
• Minimum 5 years’ experience in technical operations and managed services based on industry best practice frameworks such as ITIL
• For this role, you must be an Australian Citizen – due to the nature of this work, a Security Clearance is needed. Therefore you must be eligible to obtain one.

Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we’re a highly collaborative workplace, and offer a range of perks such as:

• A competitive salary
• Discounts on products and services
• Ongoing training, mentoring and development opportunities
• Up to five days of Volunteer Leave per year
• Blended Ways of Working

We understand that flexibility means different things to different people. We’re proud to offer a variety of options to work in different ways, such as our Blended Ways of Working and job share. Our Blended Ways of Working lets our people work across home and our offices. Please talk to us about how we can make this role work for you.

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.