Role: Technical Consultant
Location: Sydney
Status: Permanent, full-time role
NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.
Role Overview
The Network Specialist is responsible for validating customer service requests and performing detailed technical enrichment to ensure the accurate, complete, and timely processing of IP and network-related service orders. This role acts as a critical quality and control point within the service fulfillment lifecycle, ensuring customer orders are technically feasible, compliant with standards, and ready for smooth provisioning.
The role requires strong networking expertise, meticulous attention to detail, and the ability to work closely with cross‐functional teams including engineering, provisioning, service delivery, and customer support to enable seamless execution of customer services.
Work Arrangement
* Full‐time operational role within Telecom / Network Services organization
* May involve shift‐based or staggered coverage depending on order volumes and regional support requirements
* Hybrid or office‐based work model based on business needs
* High degree of collaboration with internal technical and operational teams
Roles and Responsibilities
Validation & Technical Quality Control
* Validate customer service requests to ensure accuracy, completeness, and adherence to defined technical and operational standards
* Verify customer inputs against service catalogs, network capabilities, and provisioning requirements
* Act as a quality gate to prevent invalid or incomplete orders from progressing in the fulfillment pipeline
* Perform technical enrichment of IP and network‐related service orders, including:
* IP addressing and subnet validation (IPv4 / IPv6)
* Routing and gateway parameters
* VLAN and Layer 2 configurations
* WAN and connectivity requirements
* Customer Premises Equipment (CPE) and device details
* Service configuration parameters
* Review network diagrams, topology designs, and technical documentation to validate service feasibility
Cross‐Functional Coordination
* Coordinate with engineering, provisioning, service delivery, and customer support teams to clarify and resolve missing or inconsistent information
* Work closely with upstream and downstream teams to ensure readiness for provisioning and activation
* Escalate technical risks and feasibility concerns with clear recommendations
* Update and maintain order management and service fulfillment systems with validated and enriched technical data
* Monitor order queues and prioritize requests based on SLA, business impact, and urgency
* Ensure timely progression of assigned orders through validation and fulfillment stages
* Identify discrepancies, conflicts, or ambiguities in customer submissions
* Troubleshoot order validation issues and recommend corrective actions
* Provide clear, concise communication to stakeholders regarding:
* Order status
* Risks or blockers
* Additional information or customer clarifications required
Process Improvement & Operational Excellence
* Support continuous improvement initiatives within validation and fulfillment processes
* Identify recurring issues, validation gaps, and documentation deficiencies
* Contribute to process optimization, standardization, and knowledge base updates
* Bachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or a related discipline.
* A minimum of 5 years of progressive experience in network and Business support.
* Strong understanding of networking fundamentals, including: IP addressing and subnetting, Routing and switching concepts, VLANs and Layer 2 fundamentals, WAN technologies (MPLS, leased lines, VPNs, etc.)
* Strong analytical and problem‐solving capabilities
* Excellent verbal and written communication skills
* High attention to detail and quality‐focused mindset
* Ability to perform effectively in a fast‐paced, operational environment
* Ability to work independently while collaborating effectively with cross‐functional teams
Preferred
* Hands‐on exposure to network equipment, tools, and configurations
* CCNA or equivalent networking knowledge
* Exposure to or certification in ITIL processes, including: Incident Management, Change Management, Service Request Management
Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.
We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.com
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