Join to apply for the Service Centre Technical Analyst role at Optus
At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
This role offers substantial opportunities for career growth and technical development, ideal for someone driven to succeed. You will contribute to overall customer satisfaction across all Optus Enterprise customers by providing industry-leading technical expertise and customer service through managing customer incidents and service requests. Key technologies include Mobile, Contact Centre, Security and Network products.
You will be the technical expert within a high-performing team, setting the benchmark for customer support. You will also provide coaching and mentoring to enhance the technical capabilities of Client Specialists within the Service Centre teams.
This centre operates 24x7, 365 days a year, with rostering based on customer demand. You will work on a rotating roster, provided at least four weeks in advance, with opportunities for additional pay for overnight and weekend shifts. Occasional overtime may also be available.
Minimum Requirements
* Experience in a complex Help Desk / Service Desk environment, with a proven record of delivering exceptional customer service and resolving high-volume technical incidents.
* Hands-on experience with technologies such as Zscaler, Cisco Meraki, MS Teams, Contact Centre platforms, and SD-WAN solutions (e.g., Meraki / Fortinet / Viptela).
* Strong networking skills, including knowledge of Cisco switching & routing, dynamic routing protocols, and firewalls (Cisco / Juniper / Checkpoint / Palo Alto).
* Analytical and problem-solving skills, with the ability to troubleshoot across hardware, software, and network layers using lateral thinking.
Responsibilities
* Receive, diagnose, test, isolate, and resolve network problems.
* Maintain high technical expertise across Optus products including Mobile, Fixed, and ICT.
* Provide technical guidance and support to internal and external customers.
* Anticipate faults and adjust plans to meet SLAs.
Additional Information
* Australian Citizens and Permanent Residents only.
* Benefits include inclusive parental leave, employee resources, service discounts, volunteer groups, campus facilities, and transportation support.
At Optus, we value diversity and are committed to an inclusive recruitment process. For accessibility support, contact or call 1800 309 170. More on our diversity initiatives can be found at
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