Complex Customer Service Specialist

Employment Type

Closing Date

Job Title

Job Summary

Job Description

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.

Focus of the role

The Secure Service Desk provides support to Federal Government customers that are utilising a range of Telstra products and services including Managed Data Networks and associated tiers including Managed Routers, LAN, Wireless WAN, Wireless LAN and WAN Optimisation solutions as well as Telstra’s Unified Communication and Mobility solutions.

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

Telstra Enterprise - Enterprise Operations Secure Service Desk is responsible for the day-to-day operations of Telstra's enterprise business, including order fulfillment, customer support, and service delivery.

• Proactively monitor Secure Federal Government and other Tier 1 Enterprise customer networks to identify current and impending network faults.

• Level 1 Service Desk, which includes being the first point of contact for Federal Government customers predominately via email but also includes some phone calls and using customer specific ticketing systems.

• Perform ITSM functions including ticket logging, updating and tracking for our customers.

• Perform basic troubleshooting or triage activities across routing and switch including Fortinet and Cisco technologies

• Provide assistance during the incident management process to quickly and effectively restore network functionality.

• Participate in a Monday to Friday 7AM to 6PM shift roster.

• Involvement in specific Federal Government customer’s asset management processes as required

• Assist in identifying and documenting improvements to existing processes and procedures that align to business unit procedures.

• Responsible for liaising directly with customers and working to positively influence the end-to-end customer experience.

• Adhere to the company and customer policies and procedures.

• Display the Telstra Values in everything that you do.

• Undertake other duties as directed.

About You

• Technical Service Desk experience

• Incident triage experience

• ITSM experience

• Maintaining stakeholder relationships

Some experience in a specialist field

• Technical Certification/Diploma level qualifications (or equivalent), experience / on the job training working in a network assurance team in a specifically Cisco centric environment.

• Technical Certification/Diploma level qualifications (or equivalent), experience / on the job training working in a network assurance team in a specifically Fortinet centric environment.

• Must have NV1 security clearance.

Must be able to participate in Mon to Fri 7am to 6pm shift work arrangements.

Candidates must be Australian Citizens with a NV1 Baseline Security Clearance. This role requires maintaining an Australian Government NV1 Security Clearance.

We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

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 disabilities 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. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on [email protected] or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment