Complex customer service specialist

Job Summary

Telstra seeks a Complex Customer Service Specialist to support Federal Government customers using a range of Telstra products and services, including Managed Data Networks, Managed Routers, LAN, Wireless WAN, Wireless LAN, WAN Optimisation, Unified Communication and Mobility solutions.

Focus of the Role

The Secure Service Desk provides support to Federal Government customers that are utilising a range of Telstra products and services including Managed Data Networks and associated tiers, including Managed Routers, LAN, Wireless WAN, Wireless LAN and WAN Optimisation solutions as well as Telstra's Unified Communication and Mobility solutions.

What We Offer

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries; opportunities to work where we do business
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)

What You'll Do

• Responsible for the day-to-day operations of Telstra's enterprise business, including order fulfillment, customer support, and service delivery.
• Proactively monitor Secure Federal Government and other Tier 1 Enterprise customer networks to identify current and impending network faults.
• Act as Level 1 Service Desk, being the first point of contact for Federal Government customers predominantly via email, with some phone calls and ticketing systems.
• Perform ITSM functions including ticket logging, updating and tracking for our customers.
• Perform basic troubleshooting or triage activities across routing and switching, including Fortinet and Cisco technologies.
• Provide assistance during the incident management process to quickly and effectively restore network functionality.
• Participate in a Monday to Friday 7 AM to 6 PM shift roster.
• Assist in federal government customer asset management processes as required.
• Identify and document improvements to existing processes and procedures aligned with business unit procedures.
• Directly liaise with customers to positively influence the end-to-end customer experience.
• Adhere to company and customer policies and procedures.
• Display the Telstra Values in everything that you do.
• Undertake other duties as directed.

About You

• Technical Service Desk experience
• Incident triage experience
• ITSM experience
• Maintaining stakeholder relationships
• Some experience in a specialist field
• Technical Certification/Diploma level qualifications (or equivalent), experience / on-the-job training working in a network assurance team in a specifically Cisco-centric environment.
• Technical Certification/Diploma level qualifications (or equivalent), experience / on-the-job training working in a network assurance team in a specifically Fortinet-centric environment.
• Must have NV1 security clearance.
• Must be able to participate in Monday to Friday 7am to 6pm shift work arrangements.
• Candidates must be Australian Citizens with a NV1 Baseline Security Clearance. This role requires maintaining an Australian Government NV1 Security Clearance.

Equal Employment Opportunity Statement

We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.