• Job Description

  Req#: JR-10104066

  Employment Type

  Permanent

  Closing Date

  17 Nov 2023 11:59pm

  Job Title

  Network Technical Operative

  Job Summary

  Job Description

  Connect with Telstra
  
  We’re all about helping our customers connect faster, better and smarter. And that’s where you come in, to help us realise our purpose to build a connected future so everyone can thrive.
  
  Here’s what you can expect from us
  Working at Telstra:
  • All recent defence members qualify for recognition of prior service, allowing you to carry over your long service leave to Telstra.
  • Want to serve part-time? Telstra offers Defence Reserve members 4 weeks paid Defence leave, giving you time to continue serving our country.
  • There when life happens. From Pandemic Leave to Compassionate Leave, we give you time to spend away from work when you need it most.
  • Pay for performance. We recognise outstanding contributions through our generous incentive programs.
  • We believe every role can flex in some way. Create a career that enables you to use your strengths and build on your experiences.
  • Parental Leave. A competitive policy for both birth and adopting mothers and fathers so they can enjoy the special time with their new family.
  • Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits towards degrees and Masters programs.
  • Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
  
  Our Defence team
  
  Being in our Defence business means you'll be working to provide secure network and solutions for our defence customer segment.

  Please note all candidates must be Australian Citizens and be able to progress towards holding a minimum of NV1 AGSVA security clearance to be considered. This role will require you to apply, hold and maintain a Negative Vetting 1 (NV1) security clearance.

  The role requires the successful candidate to work on site full time, in Brisbane.

  Your key responsibilities and major tasks include, but are not limited to:

  • Respond to all customer phone enquiries promptly, courteously and efficiently

  • Log and categorise interactions from customers via the phone, internet, email or authorised means using a standard Service Management tool and maintain records of all calls

  • Coordinate incident resolution through to completion and monitor the status and progress toward resolution of all open incidents

  • Identify the nature of fault enquiries through standard work instructions and if possible, provide first level resolution in response to identified issues

  • Escalate calls/requests to appropriate L2/3 resolver groups as required

  • Demonstrate initiative and make decisions using ingenuity or experience to overcome problems

  • Actively keep customers informed of the progress of their request for service or support

  • Re-prioritise and allocate tasks when required

  • Understand and adhere to Service Level Agreements

  • Work as a member of a team in which provides high quality service, are self-motivated, proactive, co-operative, driven, effective and maintain inter-personal relationships

  Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:

  • Possess a good level of customer service skills

  • Great teamwork skills

  • Natural customer-centric approach

  • Work towards a minimum of NV1 AGSVA security clearance

  Highly desirable:

  • Hold a relevant ICT qualification or certificate

  • Experience operating basic office equipment including Unified Communications (UC)

  • Experience in providing first level IT Service Desk support

  ____________________________

  We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

  To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.

• About the company

  Telstra Corporation Limited is an Australian telecommunications company which builds and operates telecommunications networks and markets voice, mobile, internet access, pay television and other products and services.

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