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23

May

Senior Technical Specialist

Optus - Brisbane City, QLD

IT
Source: uWorkin

JOB DESCRIPTION

About the role:

The principle purpose is provide resolution management, problem management, change management and implementation work. The Senior Technical Specialist will be called upon to troubleshooting to resolve the most complex faults impacting our clients, identifying and remediating the root cause of incidents via problem management methodology as well as scoping and implementing complex changes within client managed Network environments. The Senior Technical Specialist is a subject matter expert in the OE TAC T2 Networks and is expected to be the technical lead providing guidance and instruction to Technical Specialists in the team. They would be the right-hand person to the Technical Support Manager and be expected to be available to handle any technical escalations in the event of the Technical Support Manager was not available. The Senior Technical Specialist will have the authority to make decisions to drive an incident resolution or successful change implementation outcome. In the event of a Major Incident the Senior Technical Specialist may be called upon by OE TAC management to lead the technical bridge with OE MIM and represent the OE TAC Networks team.

The Senior Technical specialist will also be involved in configuration of networks solutions by a range of strategic vendors such as Cisco, Juniper, Aruba, Riverbed and F5, and the ongoing management of Tier 1 infrastructure.

Responsibilities:

  • Meet or exceed customer service SLAs
  • Take ownership of customer issues escalated to you and update the incident manager and customer as appropriate.
  • Optimise outcomes for customers
  • Manage workflow to ensure Major Network or Sensitive Customer Faults are prioritised
  • Represent customer needs in a fast-moving fluid business environment
  • Interactions & incidents are updated in ServiceNow.
  • Customer systems experience high through positive engagement attributable to communication, knowledge and timely response.
  • Optus Enterprise is positively represented to customers through all forms of communication, exhibiting empathy to their situation, perspective, constraints and issues.
  • Contribute to the retention of customers through positive engagement attributable to communication, knowledge and timely response.
  • Integrity of information communicated to customers at all times
  • All relevant issues are communicated proactively with the Manager/Team Leader through clear lines of communication.

Experience required:

  • Minimum 10+ years’ experience in the ICT Network Engineering field or
  • Minimum 10+ years working in a service provider capacity, with strong focus on managed network services and operational network service delivery or
  • Minimum 10+ years working in a client environment, managing internal network infrastructure, and external network vendors/stakeholders
  • Strong skills and experience to coordinate a team of Technical Specialists to work on a major incident or problem, drive outcomes and direct engineers to action tasks required to resolve
  • Excellent skills in support & configuration of Cisco IOS and IOS-EX routers and switches
  • Excellent skills in support & configuration of Cisco Data Centre routers and switches, including Nexus family of switches and Cisco ACI
  • Excellent skills in support & configuration of Dynamic routing protocols – BGP & OSPF
  • Excellent with support and configuration of Juniper routers and switches
  • Strong with support and configuration of Cisco Wireless solutions
  • Strong with support and configuration of Aruba Wireless solutions
  • Experience with support and configuration of Riverbed WANx solutions
  • Extensive experience supporting WAN technologies such as Ethernet, Wireless (3G/4G)
  • Knowledge of service level management, transition management and change management
  • Reporting to customers and to other Business departments
  • Escalation management and advanced problem solving