Technical Assurance Team Leader

Symbio is a software company revolutionizing global communication. Our platform offers a comprehensive communication stack, spanning carrier infrastructure to enterprise collaboration, serving diverse Asia-Pacific regions. Combining telecom and software expertise, we drive the evolution of modern communication.

Symbio operates under the Aussie Broadband Group, a rapidly expanding technology services provider with a market capitalization exceeding $1 billion (AUD), listed on the Australian Stock Exchange (ASX: ABB).

The Technical Assurance Team Leader oversees the Australian Technical Support Team, managing fault rectifications, network traffic, and monitoring. The team works in shifts to provide Technical Assurance to our customers.

In collaboration with the Service Assurance and Delivery Team manager, you will develop a centre of excellence for service assurance, enhancing Symbio Networks' customer interactions.

This role involves communicating issues, resolutions, and risks to internal stakeholders to improve customer experience and support high-value customers. Effective communication with Symbio's domestic and international customers, third-party suppliers, and carriers is essential. You will also work closely with internal teams such as Operations, Platform & Network, Finance, Porting, Technical Support, and Product Managers.

The goal is to uphold Symbio's reputation in the market by managing incidents and outages according to ITIL best practices and service level agreements, ensuring exceptional customer experience and minimal service downtime.

What you'll need to succeed:

• Minimum 3 years of experience leading a team in technical roles, including equipment configuration and fault resolution processes, contact center, and customer-facing environments.
• Product knowledge of telecommunications products and services, such as voice carriage, data services, and billing.
• Tertiary qualifications in IT, telecommunications, or a related engineering discipline.
• Willingness to develop professionally, learn, and support other technologies.
• Advanced customer service skills with an exceptional phone manner and excellent written communication.
• Understanding of IP/MPLS VPNs.
• Advanced knowledge of customer service principles and practices.
• Experience working in an ITIL environment.

Symbio is committed to a strong culture that is diverse and inclusive and we encourage our employees to bring their whole self to work.

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation, or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee’s happiness, health and wellbeing are important at Symbio.  We provide all employees with flexible working options to ensure that work doesn’t compromise life outside Symbio and also supports their wellbeing.  We regularly enhance our employee benefits such as discounted Aussie Broadband internet, paid birthday leave, up to 12 weeks paid parental leave for both parents as the primary carer, reward and recognition programs and social clubs.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks, and technologies to power the future of global communications.