Enterprise Data & Voice Support Engineer

at  Aussie Broadband

Aussie Broadband’s (ABB) purpose is to change the game. As one of our Enterprise Data and Voice Support Engineers, you’ll support this by providing front line technical support for customer network, voice and security incidents and service requests. You will also adhere to drive best technical and support practices so that our customers receive a world-class customer experience.
At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of ‘Be good to people’ everyday.
Join us as we continue to grow and make a mark as the 5th largest telco in Australia!
Why work for Aussie?
Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we’re growing fast and not slowing down!

Our fantastic culture lives and breathes our values:

• Don’t be ordinary, be awesome
• Think BIG
• No bullsh*t
• Be good to people
• Have fun

We are proud to be a
B Corp Certified company
, which means we’re good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.
We care about our community through our
Pledge 1% commitment
,
sponsorship programs
and our paid staff community service leave offering.
But don’t just take our word for it – We have been named one of the top employers in Australia by
HRD magazine
.

The good stuff

• 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
• Discounted internet up to the value of $109 per month
• 20% off our Mobile services
• Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more
• Celebrating you! With monthly rewards and recognition
• Internal training and resources for you to continue to learn, grow and achieve your career goals
• Yearly allowance for amazing Aussie merch
• Fitness Passport for access to multiple gyms and pools across Australia

Let’s talk about you
We are looking for an Enterprise Data & Voice Support Engineer to join our team.
Do you think you’ve got what it takes to support customers by providing front line technical support for Enterprise, Government and Wholesale customer network, voice and security incidents and service requests? If so, then you may be looking for an opportunity to work with us an Enterprise Data & Voice Support Engineer.

If you think you’ve got what it takes to ‘be awesome’ with us, this is what you need to demonstrate;

• Experience in data networking with a strong focus on routing and switching.
• CCNA/CCNP certification or Juniper equivalent.
• Experience with SIP-based PBX Systems and equipment (Cisco, 3cx, Asterisk, Polycom, Yealink) and be certified in SIP School or equivalent.
• A passion and drive for continuous learning and self-improvement coupled with the ability to gain an understanding and competency in new technologies quickly.
• A strong desire to provide service to the customer beyond their expectations.
• Demonstrated ability to:
• Coach and mentor other technical team members
• Solve problems and think like a leader
• Excellent personal organisation and time management skills
• Outstanding written and verbal communication skills
• Work independently and as part of a team
• Learn quickly and adapt to changing situations

How will you support our “Why?”

As our Enterprise Data & Voice Support Engineer, you will put our values up in lights by delivering these activities and outcomes:

• Dispatch, prioritise, classify, troubleshoot, investigate, and diagnose incidents or faults affecting Enterprise, Government and Wholesale customer or partner products or services and coordinate the resolution of these incidents within the applicable SLA framework.
• Analyse, plan, deploy and test requested adds, moves, or changes for Enterprise, Government and Wholesale customer or partner services within the applicable SLA framework.
• Provide regular, relevant, clear, frequent, and proactive updates on customer cases to ensure the customer is kept informed throughout the case resolution lifecycle.
• Establish and maintain empathy with the customer and match the level of detail to the customer.
• Manage all internal and external relationships in the customer’s or partner’s best interests, maintaining up-to-date case notes and data management.
• At all times, try to shield the customer or partner from as much of the complexity of activities associated with restoring their services by acting as their proxy for the carrier, field service and other required third-party interactions whenever possible.
• Engage with the sales, account management, billing, and other Aussie Broadband technical and operational teams and, where required, ensure the customer experience when dealing with Enterprise, Government and Wholesale support is seamless and easy to do with business.
• Escalate issues to the relevant team leader, manager, carrier, or third-party vendor in a timely manner.
• Coordinate and manage all aspects of the upstream carrier relationship for incidents affecting Enterprise, Government and Wholesale services, including the escalation of carrier faults once they have breached their defined SLAs.
• Participate in an on-call rotation that focuses on restoring incidents affecting Aussie Broadband customer services outside our normal support hours.
• Participate in a dispatch rotation which focuses on triaging service requests or incidents in a timely and accurate manner to engineers on standby.
• Participate in rotational shift work to ensure that Enterprise, Government and Wholesale customers have access to support from 6.30 AM-6.30 PM AEST.
• Base salary expected $73,150.

Ready to join?
Hit the apply button to submit your application and our fantastic team will be in touch!
Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.
If you have any questions, get in touch today with our team at
careers@team.aussiebroadband.com.au

Please refer the Job description for details