Enterprise Data & Voice Support Engineer

Aussie Broadband’s (ABB) purpose is to change the game. As one our Enterprise Data and Voice Support Engineers, you'll support this by providing front line technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. You will also drive best technical and support practices, provide technical guidance and act as an escalation point for the L1 Enterprise Network and Voice Support Engineers so our customers receive a world-class experience.

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)

• Free internet up to the value of $109 per month

• 20% off our Fetch and Mobile services 

• Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Origin, 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

As our Enterprise Data and Voice Support Engineer, you'll provide front line technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests. To be successful in this role you will possess:

• A minimum of 2+ years of experience in data networking with a strong focus on routing and switching.

• Certified in CCNA/ CCNP/ CCIE or Juniper equivalent.

• 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.

Our Enterprise Data and Voice Support Engineer your responsibilities will include:

• Dispatching, prioritising, classifying, troubleshooting, investigating, and diagnosing 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.

• Analysing, planning, deploying and test requested adds, moves, or changes for Enterprise, Government and Wholesale customer or partner services within the applicable SLA framework.

• Providing regular, relevant, clear, frequent, and proactive updates on customer cases to ensure the customer is kept informed throughout the case resolution lifecycle.

• Shielding the customer or partner from as much of 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.

• Engaging 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.

• Escalating issues to the relevant team leader, manager, carrier, or third-party vendor in a timely manner.

• Participating in an on-call rotation that focuses on restoring incidents affecting Aussie Broadband customer services outside our normal support hours.

• Provide support for after-hours tasks as required, in alignment with customer needs as they arise including scheduled maintenance work.

Ready to join?

Apply directly and our fantastic team will be in touch!

If you have an questions get in touch today with our team at *******@team.aussiebroadband.com.au!

Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We are unconventional in many ways, and we like to think outside the box with the people we hire.