Network Engineer

• Immediate start
• Join an authentic, fun loving and geographically diverse team
• Help build and maintain a carrier network we take great pride in
• Be part of a leading national wholesale data network provider
• Position Location – Melbourne – Keilor East

Who are we?

XYZ Telecom is a wholesale data network provider, offering Retail Service Providers (RSP’s) and Virtual ISP’s (VISP’s) an array of on-net fixed wireless and in-building data services, along with a large offering from tier 1 third party providers for fibre and other fixed line services. XYZ Telecom owns one of the country’s largest Fixed Wireless networks capable of delivering speeds of up to 10Gbit/s across more than 750 sites.

The Role

We are looking for a Level 2 Network Engineer to work from our Keiler East office near Melbourne.

This role is pivotal within the network assurance and provisioning area, providing support to our wholesale data customers, ensuring that their services are always online and operating efficiently, effectively and being able to support our partners with their data service requirements.

Dealing with wholesale customers and other internal teams over the phone and via the XYZ Telecom ticketing system, the Level 2 Network Engineer role is not only responsible for the restoration of faults, but also configurational changes and provisioning of data services. Ensuring that tickets are logged, followed up, and always completed efficiently and effectively.

This role also includes being a point of escalation, assistance and training to other staff members, teams, and wholesale customers. With a strong logical mindset breaking down problems to identify the root cause as quickly as possible.

As part of the Network Assurance and Provisioning team this position shall be responsible to ensure that all tickets are being handled and resolved within appropriate service levels whilst adhering to change management practices, in turn ensuring that customers regularly receive up to date communication on the progress of their tickets.

The role is a hands-on role, requiring technical skills and the ability to communicate at multiple levels within your team, management, and customers alike.

Our wholesale customers are located throughout Australia, therefore supporting customers nationally will be critical in this role. Customers in different locations may have different needs and requirements, learning and understanding such differences and how to support them is a major function of the role.

Key Responsibilites

• Provide escalated support to wholesale data customers.
• Have a focus on detail with the ability to put yourself in the customer’s position to understand fault impact and resolution expectations.
• Interact daily with other support teams both locally and internationally (support is also provided from teams in the Philippines) to ensure that customers are looked after across all key responsibility areas.
• Understanding of Service Level Agreements (SLA’s) and the ability to manage those in an efficient and accurate manor.
• Take responsibility for customer communication, escalate as required to management or other teams as appropriate.
• Troubleshoot problems for wholesale customers, with an ability to logically break down faults, working through to a resolution as quickly as possible whilst maintaining strong and regular communication back to the customer via both tickets and phone.
• Ability to both develop and follow processes to always ensure standardised and robust delivery of customer services.
• Designing, configuring, and testing networking software, hardware, and operating system software. 
• Create, update, and develop process and customer documentation as required. 
• Develop and follow change management processes and protocols, as well as identifying process improvement opportunities. 
• Willingness to get involved and do whatever is needed to get the job done, whatever that may be at the time.
• Participation in after hours on-call roster if required.

To be successful in this role:

The successful applicant for this role enjoys a diverse flexible busy working environment with opportunities to learn, whilst also being part of building the future network. They’ll also have the following attributes/qualifications:

• Can Do attitude.
• Logical thinker
• Have a high-level understanding of the following key areas:
  • Data networking and troubleshooting.
  • Data Routing protocols, OSPF, BGP etc.
  • IPV4 and IPV6 IP Addressing and Subnetting.
  • L2 and L3 Routing and switching.
• Impeccable dedication to detail.
• Ability to deal with difficult customers and understand their expectations, concerns, and needs.
• Solid understanding of change management requirements.
• Strong time management skills and reliable work ethic.
• Warm, approachable, and informative phone manner and email etiquette.
• Excellent written and communication skills.
• Customer Experience focussed.
• Willingness to learn and be part of a larger team.
• Happy to get your hands dirty and get the job done, no matter what.

The following skills/qualifications are preferred:

• Current First Aid certificate
• ITIL Certification
• Cisco Certification (CCNA/CCNP)
• Previous Network Engineer role experience in a carrier environment
• Experience with Mikrotik Routers and RouterOS highly desired

Employment Type

Permanent

Why join us?

XYZ Telecom is a wholesale data network provider who is going place.

Offering Retail Service Providers (RSP’s) and Virtual ISP’s (VISP’s) an array of on-net fixed wireless and in-building data services, along with a large offering from Tier 1 3rd party providers for fibre and other fixed line services. 

Having access to one of the country’s largest Fixed Wireless networks capable of delivering speeds of up to 10Gbit/s, XYZ Telecom can provide significant benefit to its RSP and VISP customers by offering world class services in a multi-vendor mix. 

XYZ Telecom has national coverage for the majority of products and services, with staff on the Eastern and Western seaboards of Australia we have the coverage our wholesale partners need.