Complex Assurance Technical Specialist

Aussie Broadband’s (ABB) purpose is to change the game. As a Complex Assurance Technical Specialist, you will play a critical role in delivering frontline technical support across Business & Enterprise network, voice, and security incidents, as well as service requests.

You will also help drive best-practice technical and support standards, ensuring our customers consistently receive a world-class experience.

We are seeking a Complex Assurance Technical Specialist to join our team on an 18-month secondment.

Excited to grow your career?

 

We value our talented employees, and whenever possible strive to help one of our team to grow professionally.

 

Our people make all the difference in our success.

Let’s talk about you!

Do you think you’ve got what it takes to support customers by providing front line technical support for our customer network, voice and security incidents and service requests? If you think you’ve got what it takes to ‘be awesome’ with us, this is what you need to demonstrate.

• Own complex assurance requests and escalations from the Assurance Centre, ensuring timely resolution across assigned work packages.
• Act as the technical escalation point for Service Assurance Engineers, providing guidance and advanced troubleshooting support.
• Respond to high-priority assistance requests across all supported channels, maintaining professional communication and delivering a superior customer experience.
• Meet SLAs/ESLAs and quality standards while managing complex incidents and service-impacting issues.
• Respond to customer account-related queries in a timely and professional manner.
• Perform in-depth diagnostics and root cause analysis across technical and non-technical issues, leveraging internal and external resources.
• Coordinate with vendors and carriers (e.g., Optus, NBN, Opticomm, Eero) as the first escalation point prior to internal escalation.
• Collaborate with engineering and operations teams to resolve systemic issues and improve overall service reliability.
• Support internal and external field staff with fault resolution and installation-related enquiries.
• Maintain accurate and detailed documentation of troubleshooting steps, reference IDs, and outcomes for compliance and knowledge sharing.
• Manage customer expectations and support equipment coordination with vendors such as Eero, Cisco, and Fortinet.
• Participate in rostered shift work (8:00 AM – 8:00 PM AEST), dispatch duties, and on-call rotations to ensure continuous support for Business & Enterprise customers.
• Contribute to process improvement initiatives and knowledge base development to enhance operational efficiency.
• Continuously develop advanced technical skills through research, training, certifications, and self-learning.

What we’re looking for

• Experience in telecommunications or data networking, with strong troubleshooting skills across connectivity and hardware issues.
• Solid understanding of IP fundamentals, including TCP/IP, VLANs, QoS, DHCP, and RADIUS.
• Proficiency in VoIP and SIP protocols, including registration, call flows, and codec handling.
• Hands-on experience with customer-premises equipment (e.g., NetComm, Eero) and confidence using wholesaler/vendor portals for diagnostics and configuration.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly and empathetically to customers.
• Experience with SMB and enterprise hardware such as Cisco, Fortinet, and Yealink.
• Industry certifications such as CCNA, SIP School, CompTIA Network+ (or equivalent) are highly regarded.
• Strong analytical skills with the ability to take full ownership of complex problems through to resolution.
• Clear, professional communication across both verbal and written channels.

If this role speaks to you, hit the apply button to submit your application! Or if you feel you still have a bit more to learn - reach out to the assigned Recruitment Business Partner (found on right-hand side of the advert) and they’ll provide you with some insights on ways to progress and upskill within Aussie.