Aussie Broadband's (ABB) purpose is to change the game. As one of our Team Leaders, you'll support this by managing your team's performance and developing their ability to support the business, providing frontline technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. You will also drive the best technical and support practices, provide technical guidance and act as an escalation point for all Enterprise Network and Voice Support Engineers.
At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of 'Be good to people' everyday.
Join us as we continue to grow and make a mark as the 5th largest telco in Australia
Why work for Aussie?
Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we're growing fast and not slowing down
Our fantastic culture lives and breathes our values:
* Don't be ordinary, be awesome
* Think BIG
* No bullsh*t
* Be good to people
* Have fun
We are proud to be a B Corp Certified company, which means we're good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.
We care about our community through our Pledge 1% commitment, sponsorship programs and our paid staff community service leave offering.
But don't just take our word for it – We have been named one of the top employers in Australia by HRD magazine.
The good stuff
* 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
* Discounted internet up to the value of $109 per month
* 20% off our Mobile services
* Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more
* Celebrating you With monthly rewards and recognition
* Internal training and resources for you to continue to learn, grow and achieve your career goals
* Yearly allowance for amazing Aussie merch
* Fitness Passport for access to multiple gyms and pools across Australia
Let's talk about you
To be successful in this role, you will possess the following:
* A minimum of 2-3 years of previous experience in data networking, voice support, team lead or similar role with a strong desire to provide service to the customer beyond their expectations.
* Be certified in CCNA/ CCNP or Juniper equivalent.
* Broad and demonstrable knowledge of security, network and systems administration with a focus on Cisco, Juniper, Fortinet and VeloCloud SD-WAN is essential.
* Demonstrable experience with networks, switches and routing. Expert knowledge of IP protocols, including IP addressing and subnetting as well as IP services including SMTP, FTP, HTTP, DHCP, TFTP and SSH.
* Experience with routing protocols including OSPF and BGP.4, firewalls (Forti, SRX), VPN (Pulse, Forti), and wireless APs.
* Have experience with SIP-based PBX Systems and equipment (Cisco, 3cx, Asterisk, Polycom, Yealink) and be certified in SIP School or equivalent.
* A passion and drive for continuous learning and self-improvement coupled with the ability to gain an understanding and competency in new technologies quickly.
* A strong desire to provide service to the customer beyond their expectations.
* Demonstrated experience coaching and mentoring other technical team members.
How will you support our "Why?"
As our Enterprise Data and Voice Support Team Leader, you will play a key role managing your team's performance and developing their ability to support the business, providing frontline technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. Your responsibilities will include:
* Ensuring the Enterprise Support Team's day-to-day operations are performed accurately and on time by delegating tasks and managing operational requirements of the team as required.
* Proactively manage complex or escalated customer incidents.
* Leading and developing our team, ensuring the capability to support our business customers is developed and applied across the team.
* Identifying, designing, and implementing business processes that improve the support experience.
* Gathering, maintaining, monitoring and ensuring compliance with key service delivery metrics, including but not limited to:
o Equitable and appropriate project work allocation across the team
o Incident management process times
o Project delivery SLAs
o Project cost overruns
o NPS and CSAT.
* Investigating and resolving anomalies and incidents escalated by the technical support teams, monitoring systems or identified during daily, weekly, and monthly management. Implement service requests within a defined SLA framework.
* Escalate incidents to the relevant team leader, manager, carrier or third-party vendor in a timely manner.
* As required, oversee or lead the analysis, design, documentation, planning, deployment and testing of complex adds, moves or changes for the business.
* Using data and other techniques to identify recurring issues being reported or occurring for systems under management. Identify the root cause and develop and implement mitigations or remedies to reduce the frequency or impact including:
o Identifying, planning and implementing system changes and improvements.
o Identifying, defining and implementing policy or process changes.
o Training or skills gaps are identified and addressed through coaching, on the job or formal training.
* Monitoring the network and performing day-to-day maintenance tasks to ensure continued smooth operations.
* Confirming that all required solution information and documentation, including contracts and approvals, are accurate and complete when the service order is received.
* Dispatch, prioritise, classify, troubleshoot, investigate, and diagnose incidents or faults affecting Enterprise, Government and Wholesale customer or partner products or services and coordinate the resolution of these incidents within the applicable SLA framework.
* At all times, try to shield the customer or partner from the complexity of activities associated with restoring their services by acting as their proxy for the carrier, field service and other required third-party interactions whenever possible.
* Engage with the sales, account management, billing, and other Aussie Broadband technical and operational teams and, where required, ensure the customer experience when dealing with Enterprise, Government, and Wholesale support is seamless and easy to do with business.
* Participating in an on-call rotation that focuses on restoring incidents affecting Aussie Broadband customer services outside our normal support hours.
* Participating in rotational shift work to ensure that Enterprise, Government and Wholesale customers have access to support from 6.30 AM-6.30 PM AEST.
Ready to join?
Hit the apply button to submit your application and our fantastic team will be in touch
Even if you feel you don't meet all the requirements, we'd still love to hear your story. We like to think outside the box with the people we hire.
If you have any questions, get in touch today with our team at
Just a heads up, we can't take applications through email, so make sure you apply via the job link we've set for this role, so you don't miss out