Network Technical Specialist
As a Network Technical Specialist, you will work in the TAS Government Radio Network (GRN) 24x7x365 shift Network Shift Operations Control Centre (NOCC), understand their critical communication needs and achieve agreed KPIs. Support for these services include customer communications, processing service requests and perform incident, change, problem and jeopardy management functions.
What You’ll Do
Telstra Enterprise – Enterprise & Business Services helps businesses of all sizes meet their technology needs.
Key Responsibilities:
- Provide 24/7 incident response and restoration across the TasGRN Network and drive the successful resolution of Customer and Networks impacting incidents, requests and enquiries.
- Ensure communication of events is timely and accurate, and that the strategies applied to resolve the incidents meet defined Service Level Agreement (SLA) targets.
- Demonstrate an ownership of the customer SLA performance and strive for performance improvement.
- Record, co-ordinate and, in some instances execute planned network changes. These activities should not impact the resolution of incident management activities.
- Contribute to Key Performance Indicators and contracted Service Levels in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra.
- Work within a defined set of relevant product / network procedures, standards and practices.
- Assist in providing technical support in the investigation and rectification of complex incidents.
You will also have your own reliable means of transportation as role is onsite in Hobart CBD and shift work is not available from home.
About You
- Solid understanding of computer systems and network fundamentals - Must. Network and or Systems certifications or industry experience equivalent is desirable but not essentials.
- You will display strengths in prioritisation and the ability to remain engaged and focussed under pressure is a must.
- Clear and concise verbal and written skills.
- P25, Radio over IP experience or equivalent desirable but not essential.
- Experience working in an operations centre and/or Service Desk environment.
- Experience working in and contributing to a continuous improvement culture.
- Experience in working independently including gathering impact information quickly, key stakeholder communication and utilising existing knowledge base repositories to seek solutions.
- Experience working in strict Service Level Agreement (SLA) based environment with focus on the urgency to drive the response and restoration of incidents.
- Experience and/or qualifications which show good understanding of Event, Incident, Problem, Jeopardy and Change Management and their role in the ITIL Service Management model.
- Experience working within Quality Management systems such as ISO9001.
If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you!
