Technical Support Specialist

Vonex is an award-winning Australian telecommunications company with offices across the country.  The company currently has a new opportunity for a Technical Support Specialist to join our onshore Helpdesk team. Enjoy a fast paced environment with great earning potential and career progression in an ever-growing company.

The Helpdesk team is responsible for incident and assurance management for Vonex customers. This includes support of internet connections (eg. NBN and Ethernet services), internet applications (eg. e-mail, web browsing, VoIP), hosted and co-located services as well other SAS solutions. The role requires a close working relationship with our sales, provisioning and engineering teams as well as third party suppliers.

The following tasks will form part of your role:

• Provide initial support for customer enquiries received via telephone, e-mail and face to face.
• Assess the nature of the enquiry and assist the customer to resolution. Escalate the enquiry in-house or to a wholesale carrier helpdesk, if required.
• Liaise between the customer and third party helpdesk on escalations involving technician roll outs, testing and time frames where necessary.
• Record customer enquiries in internal systems.
• Provide PC support to internal departments.
• Maintain support content on the website for customers.

Skills and experience required:

• Demonstrated support of internet connections including NBN and Fibre technologies
• An understanding of TCP/IP addressing and network topology
• Experience with applications including e-mail, web browsers etc
• VoIP/PBX knowledge including 3CX, Vodia and Fusion

 Bonus skills or experience:

• Multiple operating systems exposure
• Knowledge of TCP/IP stack and OSI Layers.
• Cisco certification

The successful applicant will be self-motivated to learn and educate themselves with new technologies, be professional and have excellent communication skills. Apart from the core tasks, this role will present the right applicant with the opportunity to enhance their skills and experience with exposure to engineering teams at Vonex. 

Only applicants with the right to work in Australia will be considered.

Please submit your resume and cover letter detailing why you believe you are the perfect fit for this role.