Network Technical – Specialist
Job Description
What you’ll doProvide skilled and effective customer service and network assurance to deliver the highest levels of experience that always strives to meet agreed Service Levels as a minimum.Manage all enquires and maintain customer information in systems and processes, including reporting systems as specified in the relevant contracts. Diagnose and resolve technical hardware and software issues.Maintain and develop customer relationships and be pro-active and positive in your approach.Manage all customer communication needs across service requests, incidents, problem and change management in a timely and professional manner.Responsible for the implementation of correct escalation procedures in relation to Network faults and outages.Strive to represent industry best practice, and to reflect relevant professional standards, quality standards and relevant Telstra operating principles, policies and corporate values.Proactively identify and drive resolution for Network at Risk elements that can impact network and service resiliency.Identify and drive continuous improvement opportunities through business, process and service initiatives.Collaborate effectively with internal and external stakeholders to achieve positive business outcomes for our customers.
Key responsibilitiesThe focus of this role will be to provide 24/7 incident response and restoration across the QLD Government Wireless Network (QGWN). Under limited supervision, the successful candidate will drive the successful resolution of Customer and Networks impacting incidents, requests and enquiries.They will ensure that the communication of events is timely and accurate, and that the strategies applied to resolve the incidents are timely, effective and aligns with meeting, and when possible exceeding, defined Service Level Agreement (SLA) targets.Demonstrate an ownership of the customer SLA performance, and strive for performance improvement through prioritisation, jeopardy management and application of first in fix guidelines.Identify improvement opportunities, document and socialise the problem statement, lead the implementation of improvement programs together with relevant stakeholders whilst applying relevant governance.Record, co-ordinate and, in some instances execute planned network changes. These activities should not impact the resolution of incident management activities.Contribute to Key Performance Indicators and contracted Service Levels in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra.Work within a defined set of relevant product / network procedures, standards and practices.Deliver outcomes by implementing a course of action identified from a general range of solutions.Assist in providing technical support in the investigation and rectification of complex incidents.You will be accountable for timely compliance to all role requirements including tasks such as completing timesheets, manage satisfactory leave balance in line with corporate requirements, adhere to shift start and end times, preparations to 1:1 performance and development reviews and conversations.
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