452 Flinders St, Melbourne VIC 3000, Australia Req #2222
Tuesday, 22 October 2024
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 Role The Service Operations OCC team is accountable for the operation, 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 monitor, log & diagnose, enrichment, manage and resolve/close 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, 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 You Deep 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 on carrier-grade VoIP solutions and data products. Strong understanding of VOIP related protocols, SIP, RTP, different codecs etc. Sound knowledge on Layer 2 and Layer 3 protocols in the OSI model. Strong communicator with a high degree of written and verbal communication skills. Results oriented with energy and passion to achieve and exceed stretching objectives. 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 Service Management environment or similar with knowledge of ITIL processes. Ability to work under own initiative and effectively manage customer and inter-departmental relationships. What We Offer Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
Diverse 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 care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
About Us As 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 apply!
Pay type: Salary Employment indicator: Prof Award - Experienced professional/Quality Auditor – Level 2 #J-18808-Ljbffr