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SalarySydney, AustraliaCompany: Singtel GroupAt 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.Based in Macquarie Park, this exciting role will provide exceptional operational support within an onsite team of Tier 1 Operational Technical Analyst in the delivery of managed services and technical support for Networks and Collaboration technologies.The Technical Analyst is responsible for ensuring efficient and timely, monitoring of events, contact of customers, incident management, technical investigation, resolution within strict SLAs, all appropriate communication to key stakeholders, and root cause analysis. The Analyst is also responsible for performing simple and some sophisticated MAC changes when scheduled - after hours work may be required from time to time as part of a 24/7 shift roster.The day to day
- Take ownership of customer issues escalated to you and update the incident manager and customer as appropriate.
- Ensuring that Optus is positively represented to customers through all forms of communication, exhibiting empathy to their situation, perspective, constraints and issues.
- Support/configuration of Cisco, Fortinet routers and switches, including Nexus.
- Support/configuration PEXIP, Vbrick, Polycom, Appspace,CUCM, Unity Connection, IM & P.
- Technical Analyst and troubleshooting of network/Collaboration technologies, products, and services.
- Collecting and recording all information about the reported Incident(s).
- Notifying all parties identified in customer procedures of the Incident.
- Fault tickets maintained within customer expectation and target SLA.
- Customer/client experience as a Technical Analyst.
- An Information & Communications Technology (ICT) technical & Operational background with extensive Collaboration and Networking experience.
- Thorough understanding of ITIL and extensive experience working in an ITIL environment.
- Cisco CCNA and Cisco Voice /Collaboration certificate.
- Demonstrated ability to clearly update detailed design documents for discussion with other Optus Business workgroups and / or customers.
- 4-6 bullet points OR engaging paragraphs
- 3 days in the office, 2 days remote - with flexible hours to suit!
- Inclusive paid parental leave, up to 14 weeks for the primary care giver
- All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
- Own your own growth by accessing an extensive online and facilitator led learning catalogue - even earn a MBA micro-credential via OptusU (University)
- Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!
