Employment Type

Permanent

Closing Date

24 Feb 2024 11:59pm

Job Title

Network Technical - Specialist

Job Summary

As a Network Technical - Specialist, you will provide technical service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.

Job Description

At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it’s people who give purpose to our technology. So we are committed to staying close to our customers and providing them the best experience. And delivering the best technology.

This is where YOU come in, by playing your part in helping our customers connect: faster, better and smarter.

Who we are:

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.

Job details:

• Qualification – BE/B.Tech or equivalent
• Years of experience required- 3+ years.
• Location – Bangalore
• Working Model- Hybrid

Key Responsibilities:

• This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
• Working across all aspects of the customer support experience.
• Detect and prevent incidents before they occur.
• Aid the development and implementation of new technologies to ensure Telstra leads the ICT industry.
• Identify and implement opportunities to improve process, efficiencies, and customer experience.
• Provide input into learning and development for our entire ecosystem.
• Cross Skill into different technology hubs
• 24x7 Shift Environment / On-Call support / Australia Business hours

Key Accountability Metrics

• Volume Reduction
• First in Fix
• Cycle Time

Key Decision Rights

• Recall approval
• Escalation Management

Technical Skills:

Candidates who possess a strong understanding of below Microsoft 365 Applications

• Provide technical support to end-users with a core understanding of Microsoft 365 applications such as Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive, Exchange Online, etc.
• Strong troubleshooting skills to diagnose and resolve technical issues related to user accounts, permissions, configurations, and functionality within the Microsoft 365 environment.
• Microsoft 365 Services: Knowledge of key services including Azure Active Directory, Exchange Online Protection, Security & Compliance Center, Microsoft Endpoint Manager (Intune), and Microsoft Defender.
• Assist users with setting up and configuring email accounts, calendars, and other collaboration tools in Microsoft 365.
• Collaborate with other Resolver teams to escalate and resolve complex issues in a timely manner.
• Proactively identify and address potential issues or improvements within the Microsoft 365 environment to enhance user experience.
• Stay informed about new features, updates, and best practices related to Microsoft 365 to provide effective support and guidance to end-users.
• Document support activities, resolutions, and best practices to maintain a knowledge base and improve support processes.
• Excellent communication and interpersonal skills with the ability to effectively communicate technical information to non-technical users.

Note: Microsoft Office 365 Certification or a related one is an added advantage