Complex Customer Request Expert

3 weeks ago

Pune, India Telstra Full time

Employment Type

Permanent

Closing Date

12 Aug 2023 11:59pm

Job Title

Complex Customer Request Expert - EMS

Job Summary

As a Technical Expert, you can’t resist solving problems. Your investigative skills will be put to the test as you work to diagnose and find solutions, activate or repair. You collaborate with stakeholders to ensure our networks and infrastructure are operating efficiently and delivering value to our customers and ensuring optimal network availability.

**Job Description**:
We’re Australia’s leading telecommunications and technology company, with operations in more than 20 countries, including in India which is home to our new Innovation and Capability Centre (ICC) in Bangalore, and a presence across Pune and Hyderabad.

Here, we’re combining innovation, automation and technology to solve the world’s biggest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.

Our Networks & IT team

Our IT&T professionals are responsible for building and supporting world-class IT systems, networks and facilities. The kind that can provide the best possible service to all our customers, from large-scale enterprise to mass-market consumers.

The scope and complexity this involve means you can expect unparalleled opportunities to develop your career.

About the role

To provide technical network support as a member of the Managed Network Services NOC. The role is responsible for the monitoring and restoration of incidents on Enterprise customer networks both in Australia and Globally. You will be managing networks for some of Telstra’s top 30 Enterprise customers. This is a shift role operating in a 24x7 environment.

As a Complex Customer Request Expert, you can’t resist solving problems. Your investigative skills will be put to the test as you work to diagnose and find solutions, activate or repair. You collaborate with stakeholders to ensure our networks and infrastructure are operating efficiently and delivering value to our customers and ensuring optimal network availability.This is how you'll bring the purpose of your role to life:

- Diagnose and restore assurance issues to ensure that networks, infrastructure, products and services work efficiently and reliably
- Perform or participate in repair of transmission, CPE, switching/routing, fibre and mobile Network Technologies to restore and maintain quality of service to customers
- Complete transmission fault investigations and mobile Network Interference investigations to provide an assessment and identification of a range of technical problems, root cause investigations and associated remediation activities
- Undertake and project manage planned activities associated with infrastructure maintenance & upgrades, installation projects and customer network projects and drive delivery within given timelines
- Actively share knowledge and experience to help others learn, deliver and improve processes and ways of working.
- Support development and delivery of technical training to improve stakeholder understanding of technology, products, process and procedures
- Provide input into process and technical documentation that describes how technology networks, infrastructure, products and services operate so that there is an accurate and up to date resource to help peers
- Uses sound interpersonal skills to collaborate with team members and stakeholders to deliver on short-term customer/team/project priorities.

Your skills & experience

Essential
- 5-10 years working in IT industry.
- CISCO/CCNA/CCNP/SD-WAN/Meraki or similar certification.

Demonstrated experience in the follow
- Firewall Software:

- Palo Alto
- Juniper SRX
- Cisco ASA
- Juniper NetScreen
- Cisco PIX
- Fortinet

High desirable
- Problem Management Skills
- Process Improvement skills
- Solving complex customer issue & escalation from L2
- Security - deep analysis skills.
- Incident management.
- Automation/Scripting Skills(Python, Ansible) /API.

Why join us?

A career in one of our technology teams will give you the exciting responsibility of using technology, automation and innovation to try and solve the world’s biggest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.

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

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