Role Description
Consultant – IP Voice & Unified Communications Operations
Provide L1/L2 technical support for enterprise voice platforms including Inbound Voice services, IP Voice Activation, Microsoft Teams Phone, Cisco BroadWorks, and SIP-based services.
Location
Melbourne
Salary
90243-98861 AUD Annual Gross
Roles and Responsibilities
* Provide L1/L2 technical support for IP Voice and UC platforms
* Handle day‐to‐day incident queue: triage, diagnose, resolve or escalated voice service faults
* Support Inbound voice services: configure hunt groups, auto‐attendants, and basic IVR call flows
* Assist with IP Voice Activation: provisioning SIP trunks, Broadsoft users, and basic Teams configurations
* Perform IP Voice Assurance: first‐level fault diagnosis, CDR lookups, service status checks, and escalation to L2/L3
* Assist with Microsoft Teams Phone configuration tasks, troubleshoot user‐level issues, and escalates SBC/routing issues
* Perform BroadWorks administration: user and group tasks, feature activation/deactivation, password resets, and CDR queries via CommPilot and CDR7
* Understand SIP call flows, read basic SIP traces, identify common failure patterns
* Log all incidents in Service Central with accurate categorisation, priority, and timely updates
* Follow change management processes for minor changes and updates
* Assist senior engineers during major incidents and RCA activities
* Adhere to SLA, ITIL, and incident/problem/change management processes
* Create and update knowledge base articles and troubleshooting runbooks
* Participate in KT sessions, team meetings, and upskilling programmes
* Perform routine health checks and monitor voice service dashboards
* Assist with documentation of configurations and call flows
Qualifications
* Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field
* 2+ years of experience in IP Voice or telecommunications support
* Basic understanding of SIP protocol, VoIP concepts, and telephony fundamentals
* Exposure to at least one UC platform (Microsoft Teams Phone, Cisco BroadWorks)
* Familiarity with ITIL processes (incident, change, problem management)
Preferred Certifications
* Microsoft 365 Fundamentals (MS‐900) or Teams Essentials
* Cisco or BroadWorks associate‐level certification
Required Skills & Experience
* 2+ years in IT/voice/telecommunications support role
* Basic understanding of SIP signalling: REGISTER, INVITE, BYE, common response codes
* Exposure to voice platforms: BroadWorks, Microsoft Teams Phone, or similar
* Ability to perform CDR lookups and basic log analysis
* Experience using ticketing systems (ServiceNow, Service Central or similar)
* Good communication and customer‐facing skills
* Willingness to participate in after‐hours on‐call roster
Good to Have
* Hands‐on experience with Microsoft Teams Admin Center
* Basic Wireshark or packet capture experience
* Experience with Splunk or similar log tools (basic searches)
* Exposure to Australian carrier environment (Telstra, NBN Co, SIP trunking)
* Knowledge of hunt groups, auto‐attendants, call queues, and IVR basics
* Scripting basics (Python or PowerShell) – willingness to learn
Benefits
* Paid Parental Leave and Volunteer Leave
* Flexible working arrangements
* Health Insurance Discount and Well‐being Program
* Fitness and Gym Memberships
* Salary packaging and novated leasing
Equal Opportunity
We are an equal opportunity employer and welcome applications from all backgrounds. If you require adjustments due to disability, illness, or injury, please contact the recruitment team at or call 1‐866‐472‐0935.
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