• Job Description

  Req#: JR-10105847

  Employment Type

  Permanent

  Closing Date

  8 Jan 2024 11:59pm

  Job Title

  Technical Specialist – REMS NOCC/SD

  Job Summary

  Job Description

  Who We Are

  We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

  This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

  Focus of the Role
  This role's primary focus is to understand our customers' unique communication needs and deliver Internationally Accredited Quality services to help Emergency Services save lives; and Commercial organisations provide goods and services, while also keeping their teams safe.

  What We Offer

  • Performance-related pay
  • Access to thousands of learning programs so you can level-up
  • Global presence across 22 countries; opportunities to work where we do business.
  • Purchased annual leave scheme.
  • Additional Telstra day off
  • Additional 30% off Telstra products and services
  • Toolkit provided (laptop + mobile phone + plan paid for)

  What You’ll Do

  Global Networks & Technology - Commercial Engineering designs and delivers Telstra's commercial solutions, ensuring they meet the needs of its customers and partners.

  This role is for a Radio and Emergency Managed Services (REMS) Service Desk (SD) / Network Operations Control Centre (NOCC) Technical Specialist. A highly customer-focused position, which places you on the front line to deliver 24 x 7 lifesaving communication services to Australia's Emergency Services, Government, and commercial customers.
  
  Please note: This is a shift role potentially required to cover 24/7 and must be in the office.

  
  
  A day in the life
  As a REMS SD/NOCC Technical Specialist, your passion for emergency services will help you deliver the requirements outlined within the customer contracts with a focus on documenting and continuously improving processes assisting the team to:

  • Support the successful delivery of Emergency Alert campaigns and information for Life-Threatening Call Trace requests, e.g., Bushfires, Flooding, Search and Rescue etc. within strict timeframes.
  • Operate mission-critical communications radio networks used for E000 Dispatch, Command and Control, as well as business-critical radio networks used for commercial organisations.
  • Provide dedicated E2E operational support 24/7 that includes alarm monitoring, detection, response, and prompt action when an event/incident occurs.
  • Deliver consistent network event communications to our customers and other relevant stakeholders within defined Service Levels
  • Maintain, restoring and testing network sites while working with our field staff.
  • Resolve technical hardware and software issues by having a deep understanding of both the equipment and customer contracts.
  • Manage notification of real-time change management activities and outages.
  • Response to the customer requests, emails, and calls within Service Level Agreement.
  • Provide end to end support of customer communications hardware including ordering new equipment, reporting issues, and replacing hardware.
  • Coordinate with Telstra technology and Major Incident Management teams to ensure shortest possible resolution time for Network incidents.

  About You

  • Availability to work in a rotating shift roster 24*7.
  • A passion for Emergency Services and helping the wider community.
  • Solid understanding of computer systems and network fundamentals
  • You will display strengths in prioritisation and the ability to remain engaged and focused under pressure.
  • Clear and concise verbal and written skills. You will be required to communicate Incident details, including a full and accurate description of the impact in a concise and timely manner to key stakeholders.
  • Ability to work with agility and always maintain excellent situational awareness by showing resilience when working under pressure, with the ability to prioritise conflicting work with high attention to detail, whilst maintaining tight deadlines
  • Customer centric attitude, continuous improvement mindset, thrive in a constantly changing environment and a desire to improve or expand upon the current skills.

  
  Highly desirable:

  • Radio or Network experience
  • Certification in CISCO / Networking
  • Experience working in an Operations centre and/or Service Desk environment.
  • Experience working in strict Service Level Agreement (SLA) based environment with focus on the urgency to drive the response and restoration of incidents.

  If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you!

  When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.
  
  We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

• 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.

Notice