Hi, we’re Telstra Purple 👋 People bringing purpose to technology.

We are Australia’s largest owned technology services business, focused on outcome-based, transformative tech solutions that help our customers cut through IT complexity to achieve their bespoke goals, faster. The main purpose of the role is to support the Frontline team to deliver high quality support services to Telstra Purple Managed Services clients, through exceptional communication skills and service excellence.

The opportunity

• Ensuring the Frontline support of Telstra Purple's Managed Service’s clients through call handling and ticket creation, support triage, real time monitoring, proactively managing Response SLA’s efficiently whilst working towards resolution

• Ensuring a timely response to incoming incidents and support requests

• Appropriate and efficient escalation of tickets and client issues to senior technical consultants, vendors and management as required 

• Identifying and driving areas of improvement in the Frontline support function 

• Ensuring accuracy of detail within support tickets 

• Proactively engaging with our clients and building professional working relationships with key support contacts 

•  Continually developing skills and experience aligned with Telstra Purple services

About you

• Experience in working within a support team 

• Demonstrated ability in fault logging and ticket management 

• Sound time management skills, and selfmotivation 

• Excellent phone manner and customer communication skills 

• Excellent analytical and technical troubleshooting skills / experience 

• Customer service focussed 

• Attention to detail and quality documentation skills is essential 

• A dedicated approach to customer service and exceeding expectations.  

• Demonstrable Industry based technical aptitude (e.g. Microsoft, VMWare, NetApp, Commvault) (desirable) 

• Working knowledge of hardware platforms such as HP, Dell, IBM & Cisco (desirable) 

• Server administration experience in Windows 20xx, and Active Directory 

• Basic administration experience in CommVault backup technologies  

• Experience in diagnosing and troubleshooting alerts via monitoring tools 

• Windows OS patching  

• Virtualisation technologies, in particular VMware and Microsoft Hyper-V.  

• Microsoft, VMWare certifications would be highly beneficial. 

• Microsoft Remote Desktop Services 

• Basic routing and switching experience highly desirable 

• ITIL certification (desirable) 

• Conceptual understanding of cloud technologies 

What we offer

• Access to professional development

• 16 weeks paid parental leave for both primary and secondary carers

• Laptop/ Device 

• 20gb Hotspot, to enable you to work from anywhere

• Work/life enablement; so you can balance work + life’s other responsibilities 

• An epic (free) Telstra mobile phone and plan 

• Purchased Annual Leave scheme

• Salary sacrifice / packaging. Set aside part of your salary to pay for things like extra toolkit, short term incentive-to-Super

• 25% discount on Telstra products and services

• An additional Telstra day off and a volunteer day off

• Opportunity to earn points through our internal recognition program

This role requires the successful candidate to be vaccinated against Covid-19, to ensure the safety and wellbeing of our people and customers. However, please speak to us if you have any questions about this based on your individual circumstances.

Why Telstra Purple

At the heart of our business are our people - a uniquely talented community of business-minded and tech experts helping businesses cut through IT complexity to achieve their unique goals, faster.

We're after the right blend of experience and enthusiasm, and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business, and push for diversity of thought in all we do.