Telecommunications Expert
2 weeks ago
Complex Customer Request Expert - EMS
Job Summary
You will be working as a Technical Expert to solve problems, diagnose and find solutions, activate or repair. Collaborate with stakeholders to ensure our networks and infrastructure are operating efficiently and delivering value to our customers and ensuring optimal network availability.
Job DescriptionAs a Telecommunications Expert, the primary purpose of this role is to provide complex technical service, solutions and support to the networks, infrastructure, products, and services supplied and operated by Telstra.
The role has a responsibility for the operation and maintenance of Enterprise customers Data Network. The role may require you to work in a 24x7 shift environment. The main responsibility is to complete the configuration changes requested by customers as service requests and change requests.
Key Accountabilities:
- Apply excellent Service request fulfilment, change management and Incident management methodologies to complete the service requests, change requests and resolve faults in an affective and timely manner to meet monthly KPI metrics.
- Provide pro-active Change management with customers to ensure that customer impact of service/network changes and planned outages are minimised. Complete all simple and complex service requests/ MACs in timely manner.
- Prepare change implementation plan, run sheet, and attend CAB meetings to get change approval.
- Perform L2 investigation of network faults. Provide specialised technical expertise in the investigation and rectification of more complex faults and routines.
- Diagnose and restore complex issues associated to customers private networks for Telstra's enterprise customers.
- Perform or participate in complex, specialised technical investigations to determine/confirm system and design standards and performance parameters for the networks, infrastructure, products, and services supplied and operated by Telstra.
- 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.
- Co-ordinate with service desk, customers, vendors, and all other resolver groups to ensure timely resolution.
- 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.
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