AddressAt 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.
The primary purpose of this role is to facilitate the delivery of managed services and technical support for Unified Communication technologies according to Optus Enterprise service delivery models and contracted service level agreements.
As a Technical Specialist, your primary focus will be the operational ownership, management and resolution of technical services related to Unified Communications, Collaboration and Productivity domains as a part of the Optus Enterprise team based in Canberra-onsite. The Optus Enterprise provides support and delivery of ICT services to enterprise and government clients in the Australian market who may have infrastructure and services in international locations. The team is a premiere support offering by Optus Enterprise, providing full-stack technical management and thought leadership for products developed by both Optus and its market-leading vendor partnerships.
As a highly-engaged subject matter expert with deep hands-on experience in Cisco UC & Collaboration technologies with enterprise-grade Session Border gateway experience, intimate with Session Initiation Protocol (SIP), you will be working in a team of top-tier technical operators for our large clients at the ‘top-end-of-town’. You will work with complex cases within a mature ITIL service management framework. You will also provide technical leadership and mentoring to the Technical Analysts on the frontline of our service, ensuring a strong capability throughout the depth of the team.
The Day to Day
- Engage with Vendors for support on applications and systems
- Meet or exceed customer service SLAs.
- Take ownership of customer issues escalated to you and update the incident manager and customer as appropriate.
- Optimise outcomes for customers and OB ICS.
- Manage workflow to ensure Major Network or Sensitive Customer Faults are prioritised.
- Represent customer needs in a fast-moving fluid business environment
- Increase customer loyalty.
- Interactions & incidents are updated in ServiceNow.
- You may be required to work at the Customer’s premises on a regular basis.
About you!
- Australian Citizen for security clearance purposes.
- Relevant military, tertiary or industry qualifications in ICT, engineering, signals, Collaboration and Unified Comms or equivalent experience
- Extensive experience in technical operations and managed services based on industry best practice frameworks such as ITIL
- For this role, you must be an Australian Citizen - due to the nature of this work, a Security Clearance is needed. Therefore you must be eligible to obtain one.
- You may be required to participate in an on-call roster.
What’s in it for you?
- Competitive salary and performance incentives
- Discounts to Optus products and services, and to over 400 retailers Australia-wide
- Training, mentoring and development opportunities (ask us about OptusU!)
- Up to five days of Volunteer Leave per year
- A “connected” day for you to use to connect to something you are passionate about
- Hybrid ways of working
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email ***************@optus.com.au along with your preferred method of contact and we will be in touch.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.
