WHY BAI COMMUNICATIONS

At BAI Communications, we keep Australians, from the cities to the outback, connected, and the significance of what we do is felt by everyone.
When disaster strikes, reliable communication is essential. In New South Wales, we are responsible for operating and maintaining one of the world’s largest critical communications networks. More than 50 emergency services agencies and utilities rely on the highest level of accessibility, even in the harshest environments. The NSW Telco Authority is responsible for coordinating the Public Safety Network (PSN) and has entrusted us to maintain its network across 400+ sites and counting. We monitor an average of 570,000 calls per day.
We are incredibly proud of the commitment, hard work and leadership of our people. Our trusted Field Service teams ensure continuity of our network. Our highly skilled Operators keep the public informed during times of crisis and react quickly to changing operational requirements of a demanding complex network. Our deep engineering, delivery and operational capability make us the partner of choice for the government and industry stakeholders alike.
During weather events, such as bushfire or cyclone, our people travel from around the country to support this critical work. We care for our People. We continue to develop world-class solutions for new and emerging technologies. This includes planning for future network improvements which allow our customers to take advantage of technology innovation.

LET’S EXPLORE THE ROLE

The prime focus and responsibilities of this role are to provide support and maintenance responsibilities to the NSW Public Safety Network (PSN). This role is to provide technical leadership to the NOCC and field teams in resolving and identifying issues and problems and proactively address these challenges. Takes ownership of and manages incidents and issues; carries out network resource provisioning, network resource performance and capacity management; and provides guidance and recommendations to the Telco Authority.

KEY RESPONSIBILITIES:

Reporting to the Engineering Team leader, Critical Communications and providing technical services to:

• Resolution of Incidents and associated problems that require level 2 support
• Successful management of all configuration and software changes relating to the P25 network and site related equipment including technical peer review of changes.
• Escalation and providing support to level 3 support as and when required.
• Perform level 2 support and maintenance of supported customer systems to relevant field services Personnel when conducting on-site Non-Intrusive PMIs and Intrusive PMIs
• Provide proposals to the Telco Authority for any issues identified that cannot be Resolved within the scope of the Services
• Interact with the Client to Resolve any issues or problems and otherwise as required to complete any level 2 support activities
• Provide ad hoc support, training, direction, and guidance to BAICC, Service Integrity Unit and, in relation to system maintenance and fault restoration
• Work closely with the NOCC Manager, L1 and Customer Service Manager by providing high level support and resolution of customer and network issues in an agreed timeframe
• Escalate to management any systemic issues that are operational and customer impacting to engage further engineering support for root cause and resolution
• Monitor system performance / networks and escalate capacity or other issues to the customer as required
• Provide ad hoc reports on network usage during emergencies to the customer as required
• Managing complex faults, investigating repeating incidents to root cause level, offering work arounds, or identifying fixes where required
• Provide ad hoc support, instruction, and guidelines to sub-contractors, as required
• Assist in the development of work estimates and quotations for both out of scope PSN activity as well as external bids where appropriate
• Perform on call system support for PSN NOCC on a roster basis