WHY BAI COMMUNICATIONS At BAI Communications, we keep Australians, from the cities to the outback, connected, and the significance of what we do is felt by everyone. When disaster strikes, reliable communication is essential. In New South Wales, we are responsible for operating and maintaining one of the world’s largest critical communications networks. More than 50 emergency services agencies and utilities rely on the highest level of accessibility, even in the harshest environments. The NSW Telco Authority is responsible for coordinating the Public Safety Network (PSN) and has entrusted us to maintain its network across 400 sites and counting. We monitor an average of 570,000 calls per day. We are incredibly proud of the commitment, hard work and leadership of our people. Our trusted Field Service teams ensure continuity of our network. Our highly skilled Operators keep the public informed during times of crisis and react quickly to changing operational requirements of a demanding complex network. Our deep engineering, delivery and operational capability make us the partner of choice for the government and industry stakeholders alike. During weather events, such as bushfire or cyclone, our people travel from around the country to support this critical work. We care for our People. We continue to develop world-class solutions for new and emerging technologies. This includes planning for future network improvements which allow our customers to take advantage of technology innovation. LET’S EXPLORE THE ROLE The prime focus and responsibilities of this role are to provide support and maintenance responsibilities to the NSW Public Safety Network (PSN). This role is to provide technical leadership to the NOCC and field teams in resolving and identifying issues and problems and proactively address these challenges. Takes ownership of and manages incidents and issues; carries out network resource provisioning, network resource performance and capacity management; and provides guidance and recommendations to the Telco Authority. Key Responsibilities: Reporting to the Engineering Team leader, Critical Communications and providing technical services to: Resolution of Incidents and associated problems that require level 2 support Successful management of all configuration and software changes relating to the P25 network and site related equipment including technical peer review of changes. Escalation and providing support to level 3 support as and when required. Perform level 2 support and maintenance of supported customer systems to relevant field services Personnel when conducting on-site Non-Intrusive PMIs and Intrusive PMIs Provide proposals to the Telco Authority for any issues identified that cannot be Resolved within the scope of the Services Interact with the Client to Resolve any issues or problems and otherwise as required to complete any level 2 support activities Provide ad hoc support, training, direction, and guidance to BAICC, Service Integrity Unit and, in relation to system maintenance and fault restoration Work closely with the NOCC Manager, L1 and Customer Service Manager by providing high level support and resolution of customer and network issues in an agreed timeframe Escalate to management any systemic issues that are operational and customer impacting to engage further engineering support for root cause and resolution Monitor system performance / networks and escalate capacity or other issues to the customer as required Provide ad hoc reports on network usage during emergencies to the customer as required Managing complex faults, investigating repeating incidents to root cause level, offering work arounds, or identifying fixes where required Provide ad hoc support, instruction, and guidelines to sub-contractors, as required Assist in the development of work estimates and quotations for both out of scope PSN activity as well as external bids where appropriate Perform on call system support for PSN NOCC on a roster basis LET’S HEAR ABOUT YOU You will have a good understanding of P25 or equivalent and RF systems. Intermediate understanding of Motorola applications and radio equipment (or similar) Good understanding of DC power systems and batteries Excellent analytical and practical problem-solving skills Excellent customer service skills, including good communication skills with drive for total customer satisfaction as result of work performed Strong verbal and written communication and presentation skills including effective consultation and liaison skills Sound planning capability, good prioritisation skills and personal organisation to set priorities and meet deadlines Qualification in Engineering or relevant experience and technical knowledge Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment BENEFITS & CULTURE At BAI, we embrace difference, and we welcome applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability and members of the LGBTQIA community. We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI. Some of the reasons you should consider working with us include: • Our people and a genuine sense of inclusion and belonging with a dedicated Diversity, Equity and Inclusion strategy, Champion Network, membership with the Diversity Council of Australia and access to resources and events. • A 2022 - 2023 Gender Pay Gap of 3.7% (median total remuneration) • A focus on personal and professional development with an established performance framework and access to LinkedIn Learning. • Access to flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave and charity and volunteer leave. • A wellbeing agenda that includes access to health insurance, life, TPD and salary continuance insurances as well as an Employee Assistance Program and regular health care checks • Rewarding high performance through a Performance Recognition Scheme and peer recognition program • Access to a number of corporate rates and discounts and Novated Car Leases through SG Fleet • We love that many of our new hires find their way to us via our Referral Program. This speaks volumes about our culture; and the employee compensation is just a great by-product! BAI Communications is a workplace where everyone can feel a sense of inclusion and belonging. If we can better support you to overcome any barriers during the selection process, including adjustments to the recruitment process or an alternative application pathway please contact recruitment (at) baicommunications.com. Want to learn more? Hit apply now! OneBAIteam CustomerFirst DriveGrowth Adapt&Learn LI-BAI Hiring baipeople Agencies, please note: All BAI vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will contact our preferred agency partners, Thank you. Other details Pay type Salary Employment indicator Seasonal