L3 Engineer (Unified Communications) - South Bank, QLD

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L3 Engineer (Unified Communications) - South Bank, QLD

Apply now Job no: 520854
Brand: ETS
Work type: Full time, Hybrid
Location: Queensland
Categories: Information & Technology

At Flight Centre Travel Group (FCTG) our purpose is to  'open up the world for those who want to see' . Every day, we give people all around the world the opportunity to experience something really amazing – travel!

As the Level 3 Engineer you'll facilitate the technical build and support of Telephony and Contact Centre technologies across Enterprise Technology Services (ETS). The team operates within an environment based on industry best practices for Service Management with ITIL being the framework to achieve this; the team works together in unison with internal customers to achieve shared goals and business outcomes.

This position is based within the Unified Communications Team which is part of the ETS division of the FCTG, if you would like to be part of the team that provides support and delivery of ICT services to businesses globally, please apply!

Day in the life:

• Prioritise, classify, investigate, and diagnose incidents or faults affecting users
• Analyse, plan, deploy and test requested adds, moves, and changes within the applicable SLA frameworks Provide regular updates on customer tickets to ensure our customers are kept informed throughout the ticket resolution lifecycle
• Manage all internal and external relationships in the best interests of our customer
• Maintain up to date, clear and concise ticket notes
• Coordinate and manage all aspects of the upstream carrier relationships for incidents affecting scoped services including the escalations
• Maintain high levels of technical competency through continued learning and application of relevant research, training, self-study, and certification
• Establish, maintain, and improve operating procedures and associated documentation
• Assist delivery teams with provisioning, installation, configuration and rollouts of new or existing services to FCTG businesses globally
• Assist project and development teams to test troubleshoot and provide feedback for new products and services
• Provisioning of Physical or Virtual infrastructure
• Updating or upgrading of existing solutions
• Analysing existing systems and operations and developing preventative maintenance strategies
• Offer 3rd level support to implemented solutions

You'll be perfect for the role if you have:

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.

Who we are

Since our beginning, our vision has always been to open up the world for those who want to see.

As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).

We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future. 

We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.

Applications close: 30 Apr 2024 E. Australia Standard Time