452 Flinders St, Melbourne VIC 3000, Australia Req #2045 Are you looking for an awesome place to work, where you can proudly be your authentic self and be part of #oneteam?We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!About the RoleThe Service Operations OCC team is accountable for the operation and maintenance of Vocus Networks and Network facilities. It also is accountable for all wholesale and retail service provider customer interactions from a service support perspective and is the owner of the customer experience on Vocus technologies.The T2 Engineer will be accountable to ensure the effective delivery of operational tasks including monitoring, logging & diagnosing, enrichment, managing and resolving/closing of all tickets (including change) during the shift period; in addition, they will be responsible for meeting all KPI/OLA and service level requirements.This position will require the successful applicant to have the following:· It is mandatory that you are an Australian Citizen· Australian Government Security Clearance or the ability to obtain is preferred· You must be comfortable with working 24/7, 365 days a year on a shift roster.Your key responsibilities in this role will include, but are not limited to:Manage the resolution of Incidents across the full range of supported services, specialising in Voice technologies. This includes prioritization, communication, escalation, analysis, and review.Ensure the effective completion of proactive and reactive operational tasks and routines by the shift team to deliver process outputs and meet service level requirements.Assist in the development of shift team members by providing formal input to regular performance reviews, performing on-the-job coaching, and implementing training and development plans and activities.Maintain existing documentation, fault management, and change management standards.Create reports and provide commentary on operational progress/reports for staffing, network performance, PIR's, and departmental objectives.Perform the role of Major Incident Controller during Major Service Outages, acting as the first point of escalation for operational issues.Participate in an environment oriented to trust, open communication, creative thinking, and cohesive team effort.About YouDeep knowledge of a telecoms operational environment with a general understanding of I.T, broadband internet, telecoms desirable.Ability to work a 24x7 Roster.At least 2-3 years of experience in a technical helpdesk role, preferably in a Telco OCC environment supporting voice network.Working knowledge of carrier-grade VoIP solutions and data products.Working knowledge of voice internetworking standards such as ISDN, ISUP, SS7 etc.Exposure or working knowledge of Genband and Broadsoft voice platforms will be a huge plus.Strong understanding of VOIP related protocols, SIP, RTP, different codecs etc.Sound knowledge of Layer 2 and Layer 3 protocols in the OSI model.Awareness of ISO27001, ISO9001, ISO20000.Ability to prioritize workload in a complex networking environment.Passionate, self-motivated, and driven with a hunger for learning and growth.Minimum 3 years' experience in the Telecommunications industry or related field.Strong communicator with a high degree of written and verbal communication skills.Strong inter-personal and collaboration skills with the ability to interact at all levels.Results-oriented with energy and passion to achieve and exceed stretching objectives.Always approaches things from the customer's perspective.Works collaboratively with all Business units.Proven ability to effectively manage fluctuating workloads and optimize available resources.Dynamically responds to both strategic and tactical operational management requirements.Can demonstrate ability to take technical ownership of a problem or requirement.Experience in a telecoms operational environment with an excellent understanding of I.T, broadband internet, telecoms and transmission, cloud & I.P background.Experience working in a Service Management environment or similar with knowledge of ITIL processes.Ability to work under own initiative and effectively manage customer and inter-departmental relationships.Experience using Lean/Six Sigma tools and methodologies an advantage.What We OfferDiverse and dynamic teams with a supportive and inclusive culture.Supportive career development plans with comprehensive ongoing training, support, and development opportunities.Generous discounts on power, gas, mobile, and internet; plus, discounts to over 400 retailers.Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more.Health and wellness offerings, including access to our wellbeing initiatives.Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us.About UsAs Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world.Ready to take the next step?If you like the sound of this role and think you'd do a great job, we encourage you to back yourself!We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong.
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