Technical Expert

Employment Type

Permanent

Closing Date

19 Oct 2024 11:59pm

Job Title

Technical Expert

Job Summary

As a Technical Expert, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile and collaborative environment.

Your role will involve providing high-level technical service and assisting in the development of solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.

You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve the performance and integration of systems, making a positive impact on customer experience.

Job Description

About Telstra:

We are 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 the Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.

Why Telstra?

Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. From our humble beginnings in the Postmaster General’s Office to the global business we are today our people have been at the forefront of technology innovation. More recently, we have the largest Internet of Things network in Australia and are leading the way in 5G. And this is just the beginning of what we’re hoping to achieve together.

Focus of the role:

To provide complex technical service, solutions and support to the networks, infrastructure, products, and services supplied and operated by Telstra as part of blended customer care team. This involves the completion of customer raised complex service requests relating to changes to their managed network.

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. This also includes providing specialised technical support in the detection, investigation and resolution of complex network faults and routines associated with the customers network including associated Telstra carriage services.

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.

Qualifications:

Essential

• 5+ years of experience on network support
• In depth Cisco Switching & routing knowledge.
• ITIL Awareness of incident management, service request fulfilment and change management process
• Hands on experience of Cisco device configurations, IOS upgrades, Device replacements
• SD wan, routing, switching, implementation (core device configurations), problem management
• Exposure to cloud, (one who can support on other vendors- other than cisco) - multi vendor system
• on call support - should be ready to work in shifts, Australian Business hours

High Desirable

• Bachelor’s degree in engineering & Telecommunications or equivalent
• CCNP / CCIE certification
• Wireless, F5, Juniper, Palo Alto, Fortinet, SDWAN and VOIP knowledge
• Design exposure- highly desirable.
• CCNA certified.
• Good to have exposure on Automation/ Python / ansible.