Tier 2 Network Engineer - Voice

About the Role

The Service Operations OCC team is accountable for the operation, maintenance of Vocus Networks and Network facilities. It also is accountable for all wholesale and retail service provider customer interactions from a service support perspective and is the owner of the customer experience on Vocus technologies.

The T2 Engineer will be accountable to ensure the effective delivery of operational tasks including monitor, log & diagnose, enrichment, manage and resolve/close of all tickets (including change) during the shift period; in addition, they will be responsible for meeting all KPI/OLA and service level requirements.

This position will require the successful applicant have the following:

· It is mandatory that you are an Australian Citizen

· Australian Government Security Clearance or the ability to obtain is preferred

· You must be comfortable with working 24/7, 365 days a year on a shift roster.

  
Your key responsibilities in this role will include, but are not limited to: 

• To manage the resolution of Incidents across the full range of supported services, specialising in Voice technologies. This includes prioritization, communication, escalation, analysis and review.
  A forensic approach to event monitoring and incident management
• You will ensure the effective completion of proactive and reactive operational tasks and routines by the shift team to deliver process outputs and meet service level requirements by the prioritization, allocation, progression, resourcing and appropriate escalation of operational tasks. You'll also constantly monitoring for attacks and intrusions (physical/logical) on Vocus networks
• Assist in the development of shift team members and by providing formal input to regular performance reviews, performing on the job coaching and implementing training and development plans and activities.
• Maintain existing documentation, fault management and change management standards
  Create reports and provide commentary on operational progress/reports for staffing, network performance, PIR’s and departmental objectives Perform the role of Major Incident Controller during Major Service Outages, acting as the firstpoint of escalation for operational issues and defining, communicating and implementing escalation plans and fix strategies to restore service to meet service level targets.
• Participate in an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Inspire creative thinking and support strategic vision

About You

• Deep knowledge of a telecoms operational environment with a general understanding of I.T, broadband internet, telecoms desirable.
• Ability to work a 24x7 Roster
• At least 2-3 years of experience in a technical helpdesk role, preferably in a Telco OCC environment supporting voice network.
• Working knowledge on carrier-grade VoIP solutions and data products.
• Working knowledge on voice internetworking standards such as ISDN, ISUP, SS7 etc.
• Exposure or working knowledge of Genband and Broadsoft voice platforms will be a huge plus
• Strong understanding of VOIP related protocols, SIP, RTP, different codecs etc.
• Sound knowledge on Layer 2 and Layer 3 protocols in the OSI model.
• Awareness of ISO27001, ISO9001, ISO20000
• Ability to prioritize work load in a complex networking environment
• Passionate, self-motivated and driven with a hunger for learning and growth.
• Minimum 3 years’ experience in the Telecommunications industry or related field
• Strong communicator with a high degree of written and verbal communication skills.
• Strong inter-personal and collaboration skills with the ability to interact at all levels, building
• and strengthening positive relationships at every touch-point.
• Results oriented with energy and passion to achieve and exceed stretching objectives and to deliver within tight timescales.
• Always approaches things from the customer’s perspective seeing potential problems and finding and driving solutions
• Works collaboratively with all Business units, forming virtual teams where required to realize goals and objectives.
• Proven ability to effectively manage fluctuating workloads and optimize available resources to meet changing priorities and deadlines, putting the customer at the heart of every decision.
• Dynamically responds to both strategic and tactical operational management requirements.
• Can demonstrate ability to take technical ownership of a problem or requirement.
• Experience in a telecoms operational environment with an excellent understanding of I.T, broadband internet, telecoms and transmission, cloud & I.P background
• Experience working in Service Management environment or similar with knowledge of ITIL processes and qualified to a minimum of ITIL Foundation.
• Ability to work under own initiative and effectively manage customer and inter-departmental relationships.
• Experience using Lean/Six Sigma tools and methodologies an advantage.

What We Offer 

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: 

• Diverse and dynamic teams with a supportive and inclusive culture. 
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities. 
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. 
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service! 
• Study assistance programs to excel your personal growth, learning and development. 
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. 

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. 

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. 

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.  

About Us 

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.  

Ready to take the next step? 

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!  

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.   

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.