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8 дней назад

Service Centre Technical Analyst (Network)

Формат работы
onsite
Тип работы
fulltime
Английский
b2
Страна
Australia
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Service Centre Technical Analyst (Network): Supporting Enterprise customers by diagnosing and resolving network incidents and service requests across Mobile, Fixed, and ICT platforms with an accent on fault management, SLA adherence, and technical customer support. Focus on leading major incident resolution, coordinating with TAC and Client Delivery teams, and mentoring Service Centre colleagues.

Location: Macquarie Park, Sydney, NSW, Australia; onsite role with a 5-day working week on a 24/7 rotating roster, including weekdays, weekends, and public holidays.

Company

hirify.global provides telecommunications and network services connecting Australian customers, businesses, and communities.

What you will do

  • Provide specialist technical support by detecting, diagnosing, testing, isolating, and resolving network problems across Mobile, Fixed, and ICT platforms.
  • Manage Enterprise customer incidents and service requests, ensuring tickets meet defined SLAs and fault-management procedures are followed.
  • Lead technical response to major incidents and outages affecting Enterprise customers.
  • Coordinate with TAC, Client Delivery, Client Specialists, and internal collaborators to resolve tickets and manage customer expectations.
  • Contribute technical insights to new product and service updates while maintaining clear customer communication.
  • Coach and mentor colleagues and support the development of technical expertise within the Service Centre.

Requirements

  • Experience in managed network services.
  • Strong problem-solving, decision-making, and communication skills.
  • Ability to interact confidently with high-level business customers and internal collaborators.
  • Customer-service focus and commitment to accurate technical documentation and SLA adherence.
  • Availability for all hours of the 24/7 rotating roster, including weekends and public holidays.

Nice to have

  • CCNA certification or equivalent.
  • Experience guiding and supporting team members in developing technical skills.
  • Awareness of emerging technologies relevant to Enterprise customers and hirify.global business operations.

Culture & Benefits

  • Competitive remuneration, colleague discounts, an $80 monthly credit, and 25% off hirify.global products.
  • Office campus with cafes, convenience facilities, chill-out zones, GP, post office, gym, and onsite childcare.
  • Competitive leave policies, including additional Connected days and up to 16 weeks of paid parental leave.
  • Professional development through hirify.global U micro-credentials developed with La Trobe and Macquarie Universities.
  • Colleague-led diversity networks and free 24/7 counselling and wellbeing support.
  • Free hirify.global bus service from Macquarie University Metro Station.

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