About the role:

As a Senior Technical Consultant- Security, you will be a skilled industry expert and thought leader, driving growth and developing customer solutions.

Successful candidates will demonstrate an ability to translate business drivers and needs into technology solutions. This will include communications at all levels of management and the ability to understand and model business cases including financial considerations.

We are specifically looking for a hands-on Subject Matter Expert with a strong specialization and experience in Cyber Security and/or Network Security.

Key Responsibilities:

• Lead discussions with enterprise customers on the use of cyber security and security networking to solve complex business problems
• Accountable for all aspects of technical delivery
• Deliver technical services to best practice standards by using checklists and following required processes
• Execute technical customer engagements, produce design and implementation documentation
• Implement security technologies to achieve the customer's objectives
• Share knowledge within the project team to ensure highest standard of technical delivery
• Continue to develop technical capabilities and knowledge
• Develop long-term strategic relationships with key accounts
• Ensure customer satisfaction (NPS)
• Ensure continuous improvement of one’s own knowledge to ensure necessary skills and competencies meet Telstra’s pipeline of work and strategic technology direction
• Be actively involved in contributing to our team community

Qualifications:

• 8-10+ years of designing and implementing core technology competencies
• Solid experience in designing and implementing firewall solutions
• Solid experience in designing and implementing networking solutions
• Solid experience in designing and implementing web application firewall solutions
• Networking and security experience with Cisco routing/switching and firewalls
• Sound time management skills
• Excellent customer communication skills
• Excellent analytical and technical troubleshooting skills / experience
• Customer service focussed
• Quality documentation and visio skills
• Moderate travel will be required
• Next-Gen Firewalls specifically Palo Alto Networks would be an advantage.
• DataCentre networking infrastructure
• WAF technologies
• Identity Management technologies
• Load balancers

Exceptional attention to detail Exceptional attention to detail We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

About the role:

As a Cloud Consultant you will be a skilled industry expert and thought leader, driving growth and developing customer solutions.

Successful candidates will demonstrate an ability to translate business drivers and needs into technology solutions. This will include communications at all levels of management and the ability to understand and model business cases including financial considerations.

Key Responsibilities:

• Lead discussions with enterprise customers on the use of cloud computing to solve complex business problems
• Accountable for all aspects technical delivery
• Execute technical customer engagements, produce design and implementation documentation
• Implement cloud technologies to achieve the customer's objectives
• Continue to develop technical capabilities and knowledge
• Develop long-term strategic relationships with key accounts
• Manage contract negotiations
• Ensure customer satisfaction (NPS)
• Be actively involved in contributing to our team community
• Expect moderate travel

Qualifications:

• Extensive and demonstrated experience in building, configuring, designing, migration of Microsoft Productivity solutions based on Office 365 and/or EMS
• Strong knowledge of the complexities of migration and enterprise project exposure
• Exposure to third party migration tools and processes
• Strong knowledge of Microsoft identity managed solutions, such as Azure Active Directory
• Experience in consulting environments, customer focused and ability to produce quality documentation
• Exposure to various methodologies, best practices and technologies
• Technical lead and management of multiple projects, define and understand customer problems, development of strategies
• Exceptional communication skills, high level of technical expertise and extremely passionate about technology
• Up to date Microsoft Certifications on one or more relevant technologies is desired
• Minimum 3 years’ experience with relevant technologies

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Position Summary

This role works in the local loop and offnet delivery stream under Global Service Design & Implementation, responsible for local loop, offnet service and hardware ordering, utilizing local and regional knowledge to speed up delivery of services while adhering to the delivery standards and KPIs. This role is required to work closely with multiple internal and external interfaces to ensure on time delivery of ordered services and customer satisfaction.

Job Description

• Manage local loop, off-net service and hardware ordering, implementation and deployment in and outside local region
• Track and follow thru the implementation of services ordered, manage the supplier/ carrier to ensure on time delivery, including necessary internal and external escalations
• Contribute to customer satisfaction on the overall delivery quality by ensuring on time delivery and providing timely updates to Service Delivery teams to manage customer expectation
• Collaborate with multiple internal and external interfaces, including customer, to tackle all obstacles in local loop implementation / offnet service installation
• Contribute to any cost saving projects and support bill verification and circuit status verification
• Maintain the local loop circuit / offnet service inventory in the databases timely to reflect the latest status of service under implementation

Key tasks for this role

• manage the local loop, off-net service and hardware ordering, implementation and deployment in and outside local region
• coordinate all aspects of installations to achieve on time delivery
• speak to the local customer, check addresses, contact details and installation locations
• if necessary, meet with the local customer and attend progress update meetings
• manage suppliers and negotiate with customer for favorable terms
• work with local customer to tackle all sort of obstacle to local loop implementation
• work with the carriers to deliver services and trouble shoot in case of need
• work with the carriers and customers on BMO issues
• work with field service for service installation, cross connect ordering and testing
• work with design team to order services to the carriers (e.g. manage Vlan IDs), service testing and handover
• escalate to the carriers for any provisioning related issues
• work with supplier management to confirm quotes and clarify carrier offers before placing off-net orders to the carriers
• update the systems and databases timely to provide an accurate status of services under implementation, and maintain accurate information of services provided by the carriers (e.g. Circuit IDs, terms, costs, special fault reporting arrangement)
• Implement offnet cost saving initiatives
• Provide updates to stakeholders for the progress of implementation
• support the finance teams on bill verification
• support the call center and the NOC on off-net / LL inquiries
• maintain the list of carrier contacts and escalation channels
• take up special projects assigned

Qualification

• Well-developed written and verbal communications in English
• Good interpersonal, facilitation and negotiation skills
• Analytical mind, ability to identify and quickly resolve problems impacting the customer
• Exceptional time-management, multi-tasking, and delegating skills
• Ability to handle high volume of requests efficiently
• Ability to work under pressure to meet tight deadlines and commitments

Preferred

• MS Project, VISIO, MS Office skills
• Tertiary education in technical disciplines
• 5+ years of working experience in the telecommunications industry
• Continued education in project management, or accreditation of project management skills by publicly recognized authorities, or accreditation of networking

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Are you an experienced Senior Consultant Senior Specialist looking for your next big break?

Hi! We’re Telstra Purple

We’re more than just tech and innovation. We’re a collection of passionate people who give purpose to technology.

These are the most important aspects of our business – in fact, so important that we’ve used them to literally inspire our name.

We’re a technology services organization focused on transforming businesses, from the networks, security to digital experience and we do it all with a purpose in mind.

Your role at Telstra Purple will be to provide professional services, consulting services and solutions surrounding core enterprise networks to our Enterprise customers.

About the role

As a senior consultant in the wireless team you will be expected to act as a trusted technical advisor to our clients. You will be involved in complex wireless architecture design work, wireless auditing and road map development to meet our client’s wireless requirements.

In addition to this you will be required to provide wireless domain leadership internally, and offer technical pre-sales support to Telstra’s account managers as well as directly to the client.

The environment will be challenging and fast-paced, and we need someone resilient, innovative and commercially minded who is driven by this and excited to grow with us.

Key Responsibilities

• Act as a leading subject matter expert in the architecture of a complex customer wireless technology solutions.
• Be an active member of the national wireless virtual team to draw together the necessary technical knowledge base from within Telstra, its partners and the customer.
• Provide technical leadership and guidance to Telstra project team, including 3rd parties, to deliver customer solution on time and within defined quality/scope.
• Undertake tasks requiring technical understanding, diagnosis, qualification of solution fit, and definition of support needs for proposed solutions.
• Assist the proposal team in documenting and presenting solutions to clients, and provide subject matter expertise on the design and technical constraints for inclusion in bids and proposals, including input into estimates and costings.  Undertake architectural and technical due diligence on all proposed solutions.
• Develop technology roadmaps for specific and integrated service offerings, researching, evaluating and recommending new and/or alternative technologies which will enhance current systems.
• Provide in-depth technical advice and service to clients and internal stakeholders to ensure development of efficient systems, utilising established architectural standards, processes, methodologies and tools.
• Act as a source of expertise across the business providing a range of advice and input into technology and service solutions decision-making, and future ICT technology directions and delivery.
• Maintain in-depth, up to date technical and industry knowledge across Telstra service offerings and relevant market segments.
• Contribute to the development of leading architectural practices and processes.
• Must continuously invest time and effort in maintaining currency in knowledge of industry best practices and new technologies, and take a leadership role in introducing these into Telstra’s delivery capability

Qualifications and Experiences:

Ideally, the role requires an expert knowledge in technology solutions gained through proven experience of concepts, practices and principles of this discipline. A detailed understanding of other IT practices and how they need to integrate with technology solutions must augment this knowledge.

• Tertiary education such as Diploma, Graduate Diploma or Bachelor's (undergraduate) in Computer Science, Computer Engineering, MIS, Industrial Engineering, Business or equivalent experience
• Must have Architectural solution delivery (2 Core Streams and 2+ Cross Functional Streams) experience
• CWNA is required, along with deep expertise in Cisco ISE

The following certifications are highly desirable:

• CWNP
  • CWNA (required)
  • CWSP
  • CWDP
  • CWAP
  • CWNE

• Aruba
  • ACDP
  • ACMP
  • ACCP

• Cisco
  • CCIE Wireless
  • SISAS

What can we offer you?

It's no secret we expect a lot from you. But like any good relationship, we give a lot back.  As one of Australia’s top employers, Telstra are committed to work-life balance, generous rewards and incentives. What you'll probably appreciate the most is the amazingly diverse and talented group of colleagues you'll work with, who'll support your development and with whom you'll achieve great things.

We also offer

• 16 weeks paid parental leave for primary carer and secondary carers 
• Flexible & inclusive work-environment 
• Professional development program with individual and group learning (eg. attend/ speak @ conferences, undertake courses and certifications) 
• Telstra benefits and discounts 

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

We are looking for energetic Call Centre Agents to join our Inbound Emergency Services Answer Point Contact Centre based in Adelaide. The role is a high volume, fast paced business which can be repetitive at times. Your role is to provide efficient and accurate connection of calls to the Emergency Police, Fire and Ambulance organisations as requested by the customer. All calls must provide a consistent and high level of quality service standard to our customer, embedding a First Time Right Culture. The role requires a high personal resilience mindset.

Adelaide call centre operates 24/7 and are rotational shift based to meet the business needs.

We're an iconic Australian Brand, with a proud past and an even more exciting future, as we transform to become a leading innovator in technology and telecommunication provider of the future - to help our customers, employees and the communities we work in to thrive in a connected world.

As a Customer Service Operator you will be reporting to the Customer Service and Support – Team Leader Emergency Services Adelaide.

To be successful in this role, you will:

• Efficiently connect all emergency calls to Police, Fire or Ambulance
• Provide consistent and high quality service standard to our customers, embedding a First Time Right culture
• Be able to commit to a 24/7 shift based roster that includes weekends, nights and public holidays. Please note:We currently have a number of positions available for those willing to work overnight
• Manage your own work performance to meet set objectives
• Ensure every customer is treated with an empathetic approach
• the Telstra Values, Cultural Priorities and Code of Conduct at all times

A bit about you

• High volume Contact Centre Experience
• Computer Literacy skills
• High Resilience Level and the ability to cope well under pressure
• Experience in working in a team based environment

A job at Telstra is like no other you've had. You'll be challenged, you’ll be inspired and you'll be proud. Because whatever your job is here, you'll always be part of something bigger.

What are the next steps?

If you’re looking for the platform to evolve and develop your career, we want to hear from you! We’ll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business.

Interested? Apply Now!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

In an industry that’s constantly changing, Telstra is at the forefront of technology innovation and we're transforming to become the

telco of the future - to lead the market with the best solutions that we know our customers expect.

In Strategy & Finance, we set our shared strategic vision and facilitate long term strategic planning and resource allocation; provide

commercial advice and strategic insight; deliver external reporting; and enable the business to effectively manage key strategic, operational and financial risks.

As the Senior IT Internal Auditor, you'll… 

• In accordance with the annual audit plan, assist in the delivery of risk based IT audits which highlight the

         areas of risk within the business.

• Under the supervision of the Senior Specialists, execute assigned audits, ensuring high quality fieldwork is

        delivered according to GIA methodology and IIA standards.

• Partner with relevant areas of the business to understand Telstra’s strategic and business objectives as well as

         the current and emerging risks which may hinder the achievements of those objectives.

• Contribute and ensuring GIA’s strong and valued profile across Telstra.
• Support the GIA Leadership Team in building and improving quality internal audit services.

To be successful in the role, you should have…

• Audit/Advisory/Business experience in a major corporate or chartered accounting firm.
• Tertiary qualifications in Information Systems and Commerce, Business or related discipline, ideally holding or with an

          interest in pursuing Profession (Certified Information Systems Auditor (CISA)) and/or Post Graduate qualifications.

• Experience in successfully working on internal audits, business operations or projects.
• Experience in auditing all layers of technical architecture including hardware, operating systems, databases and network communications.
• Good communication skills (written and verbal).
• Clear thinking/analytical skills.
• Strong interpersonal savvy.
• Understanding of the Telecommunications industry will be looked upon favourably.

You’ll have opportunities to expand your capability through a range of development experiences, like secondments, cross-company working

groups, stretch projects, and various learning programs to help equip you with the right skills for the future.

If this role sounds like you, then we would love to hear from you to discuss this great opportunity.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

At Telstra, we believe the more connected people are, the more opportunities they have. That's why we help create a brilliant connected future for everyone, everyday.

Role Purpose:

Drive the design and strategy of the user experiences of Assisted Digital through virtual assistants, Live Chat and Async Messaging. Design user interfaces to deliver a frictionless experiences across the each of the customer channels.

The successful candidate will be strong in customer engagement strategies including virtual assistants, design systems thinking and modular, responsive design.  

About the Role:

• Work on our Virtual Assistants, Live chat and Async Messaging solutions to initiate or expand assisted self-service, chat and to drive customers to extract value form Telstra’s core digital assets.
• Collaboration in defining the end to end engagement strategy.
• Work with TD teams to own end to end solutioning of any new chat expansion across various assets.
• Analyse and ensure all changes lead to the benefits and improvement in customer experience.
• Proactively look at data to come up with end to end solutions to improve Assisted Digital experience.
• To use the data and analytics on current online journeys to assisted channels to create a compelling business case to drive the improvement activity.
• Support SMB, Consumer, GBS and any teams that require Assisted Digital expansion.
• Participate in the delivery of the defined projects within prescribed parameters and agreed budget.
• Report on deliverables against the project plan, escalating unanticipated variations for approval.
• Communicate and ensure understanding of agreed project objectives to own project team.
• Identify innovation opportunities for the project and recommend step improvements.
• Propose & pitch designs, influencing stakeholder buy in through strong design rationale.
• Drive customer and business outcomes by delivering optimised customer centred designs that balance customer needs, business goals and implementation priorities.
• Facilitate cross-functional team design/experience sessions – i.e. collaborative problem solving sessions that include rapid sketching and design critiques.
• Collaborate with Development teams to achieve design quality in build.
• Support / participate in customer / usability testing activities as appropriate.
• HSE Responsibility: Take reasonable care for your own safety and the safety of others, comply with and implement any reasonable Telstra HSE instruction, policy, standard, minimum requirement or procedure, and support Telstra to meet its duties under the relevant safety and environmental legislation.

Qualifications:

• 7+ years of customer engagement experience with a focus on digital experience design.
• Experience in telco, or similar industry, designing for B2B or enterprise customer contexts: ie complex multi-segment customer/user groups.
• 2-3 years exposure in a senior virtual assistant role.
• 5+ years’ experience in interaction design
• Proven experience with designing across multiple UI frameworks (e.g. responsive web, native app in IOS/Android)
• Thorough understanding of web and native app accessibility techniques.
• Proven experience influencing stakeholders.
• Experience creating and evolving process and systems to support customer-centred design practices
• Experience working in design projects with multi-disciplinary teams across multiple locations, using agile practices (eg scrum, implementation sprints)
• Demonstrates ownership of design outcomes, attention to detail and a drive to see execution of a high quality user experience in the market.

High Desirable:

• International experience across a range of industries applying best practice design.
• Being part of a Virtual Assistant end to end delivery.
• Exposure to IBM Watson.

A job at Telstra is like no other you've had. You'll be challenged, you’ll be inspired and you'll be proud. Because whatever your job is here, you'll always be part of something bigger.

If you're excited about the opportunity to be part of a team, committed to delivering amazing experiences for our customers – this could be the role for you!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

At Telstra Enterprise, everything we do is centred on creating better ways to empower Businesses and Government to thrive in a connected world. We are passionate about helping our customers to create transformative innovation by optimising IT, securing their business, liberating their workforce and extending their reach across national and international boundaries.

About the role

The purpose of your role is to manage and mentor a group of customer managers across NSW and QLD. You will be responsible for coaching, escalations, revenue accountability for portfolio.

• Team leadership & coaching to maximise sales capability and results
• Manage and monitor the work of the team including win/loss reviews and setting portfolio plans
• Review opportunity pipeline and conduct forecasting reviews
• Proactively driver revenue activities and actively assist in resolving aged debt

About you

• 1-2 years customer manager experience
• For external applicants, 1-2 years people management experience with small to medium teams at a minimum.
• Must have 1-2 years experience in telco, sales or customer service before moving into people management role
• Experience in coaching and mentoring
• Excellent verbal and written communication skills

A career at Telstra can lead down many paths. Not only will you be rewarded with a competitive salary package, but there are a range of lifestyle products and services that you can access through our “my rewards” program, options to purchase additional leave, paid parental leave and the list goes on. And in case you haven't heard we're well known in the market for our best in class flexible working practices!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Are you an experienced Senior Technical Specialist looking for your next big break?

With our customers at the heart of everything we do, we’ve set ourselves the ambition of being the leading Service Provider connecting North America to the Asia-Pacific region. With over 60% of the world’s population living in Asia-Pacific, and the importance of reliable, secure and resilient network infrastructure to connect business to countries, cities and communities, now is an amazing time to be part of Telstra’s growth in the Americas.

We're on the lookout for talented and passionate Senior Technical Specialist/Engineer to be a trusted technology advisor for our customers.  We exist to enable our customers in North America to access the dynamic markets of the Asia-Pacific region and beyond. We do this through our network that spans over 250,000 miles of cable infrastructure and by being a trusted partner that delivers exceptional solutions and world-class account-management, service and support.

About the role

As a customer advocate, our Senior Technical Specialist will produce deep technical and business insights, which is where you curiosity, customer mindset, and expertise in working with businesses that operate internationally will be highly valued.  As a technology advocate, you will be regarded as a subject matter expert who will be sought after by our customers and where your background in designing networks and the ability to articulate how technology can transform business will be what makes you exceptional.  

Key Responsibilities

• Identify complex sales opportunities and work with AEs to capitalise on any gaps
• Provide specific technical support/advice to the customer and close issues where required
• Partner with the Senior Account Manager to ensure the customer is up to date on the application of  new and emerging technology solutions
• Produce robust implementable solution designs in area of expertise
• Establishing and maintaining key relationships within customer organizations to develop & close deals
• Generate and share insights from customer engagement sessions to distil customer business needs, strategize on potential opportunities/offerings and collaborate with Product teams to develop compelling and repeatable client propositions
• Formulating, implementing and managing strategic engagement plans for each opportunity including deal structuring ideas and proposal storylines/pitches for sharing across internal stakeholders
• Coordinating and working in a complex matrix environment to establish balance of solution and commercial outcome both internally and with customers
• Contribute to and/or lead the nominated ‘chapters’ that you are assigned to, leading by example with cross-regional collaboration and knowledge sharing

Qualifications and Experiences:

• Over 10 years of experience in solution and/or product sales within the telecommunication industry
• Strong ability to collaborate across industry sectors and solution offerings
• Must demonstrate in-depth understanding and previous experience of enterprise products and solutions development;
• Strong technical knowledge in telecommunications, IP networks & technologies
• Experienced in high quality, professional engagement with senior stakeholders within customers both in terms of interpersonal & presentation skills with an appropriate mix of confidence and humility
• Ability to think out-of-box, identify unsaid customer needs and generate new business opportunities
• Ability to interact with and positively influence customer decision makers across levels - C-suite Executives, Business Heads leaders, VP/Directors etc.
• Creativity to be able to develop innovative solutions, innovative business and commercial models, innovative partnerships
• Ability to engage consultatively on innovation, industry transformation trends, potential client initiatives and supporting solutions.
• Ability to develop creative commercial models, business cases to meet customer needs and generate business value (e.g. outcome based/success based charging)

The following are highly desirable:

• Experience in IT /technology & business advisory/ consultancy and project execution & delivery across major industry verticals
• A University Degree in any field with emphasis on Telecom Engineering, Computer Science or related disciplines; possession of an MBA is a plus;
• Experience working for an International company that achieves success through cross-regional collaboration
• Ability to work flexibly to accommodate calls and meetings outside normal business hours
• Demonstrated strong coaching pedigree
• Familiarity with Salesforce.com

What can we offer you?

It's no secret we expect a lot from you. But like any good relationship, we give a lot back.  As one of Australia’s top companies that has been operating in the United States for 25 years, Telstra is committed to work-life balance, generous rewards (our benefits are pretty amazing), and incentives that reward for performance.  What you'll probably appreciate too is the amazingly diverse and talented group of colleagues you'll work with, who'll support your development and with whom you'll achieve great things.

If you want to be part of a talented, dynamic and fun team then please get in touch. This role is based in San Francisco, and our office is in the financial district on Market Street.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

At Telstra, the customer is at the heart of everything we do. That is why we make sure that we provide a seamless customer experience to our customers all over the world.

Our aim is to connect everything to everyone, which is why constantly looking for new growth opportunities and emerging technologies to improve the way we deliver services.

In order to be the best at what we do, we are always looking for top talents who can be part of our team – people who are passionate to deliver exceptional customer service. Think you’ve got what it takes to handle this challenging yet exciting role? Then, apply now!

We are looking for Duty Manager to assist in the delivery of advanced technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by Telstra.

Key Responsibilities:

• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
• Handling Customer Escalation as the first point of contact
• Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
• Work within a defined set of relevant product / network procedures, standards and practices
• Deliver outcomes by implementing a course of action identified from a general range of solutions
• Assist in providing technical support in the investigation and rectification of complex incidents
• Work with relevant teams during Major outages for restoration and provide updates to customers appropriately.

Qualifications:

• Degree holder with 7- 10 year work experiences in service centre with at least 2 years’ working exposures in a high value customer facing role within a Service Desk shift environment. 
• Previous experiences from telecommunication industry background would be preferred.
• Good understanding of Multiple Products – Cloud (SDWAN), Security, Layer 3 (IP), Layer 2 (Metro Ethernet) and Layer 1 (Transmission) network issues, cases and terminologies
• Escalation Management to ensure escalated cases are engaged with right resolver teams and to closely follow up with backend stakeholders while keeping customers updated regularly.
• Resource management and engagement capabilities where senior member of NOC team or ITIL team to be triggered where need arises
• Good Hands On experience managing Incidents and technical issues on phone with customers
• Local Loop and supplier engagement with Senior executive escalation experience
• Understanding of Network operations (Transmission, WAN, LAN) with experience with other common Internet Protocols & Technologies; HTTP, HTTPS, FTP, Telnet, SSH and NNTP - ADSL, IPVPN, Ethernet, SDH, IPL, VoIP, CUCDM
• Assertive control on ticketing movement and associated tasks within his/her shift time
• Ability to lead internal and/or external conference calls during Incident Management cycle with stakeholders
• Customer focused and ability to build relationships with customers and peers
• Team player, dynamic and self-motivated, a professional with excellent interpersonal, communication and project management skill
• Strong Incident Management capabilities & executive and customer facing Communications.
• Fluent in English plus one other language (Cantonese, Mandarin, Japanese, and Korean) is desirable but not an essential.
• Minimum CCNA, JCNIA, highly desired for CCNP, JCNIP, CISSP.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex