Customer Operations Engineer - Telstra International

JOB PURPOSE

To monitor and repair Telstra’s Customer faults to 1st & 2nd level fault resolution, and provide support and other basic customer services as and when required. To support and liaise with Telstra Customers to ensure a quick and efficient resolution of faults/issues. To assist in processing calls from all Customers with relation to faults and enquiries and ensure they are dealt with correctly and efficiently, building customers trust and satisfaction. To be instrumental in dealing with Converged Service type faults and mentoring fellow engineers. To be fully proficient with the Network Management systems available to the group.

CUSTOMER SERVICE RESPONSIBILITIES

•Strong customer verbal & written communication skill
•Highly ‘Service’ orientated with excellent customer facing skills
•Responsive and professional technical support of Telstra’s voice, data and converged services, from trouble ticket collection through to resolution.
•Maintain professional working relationships with both internal and external bodies taking ownership of all faults to achieve fault resolution
•To provide a ‘Single Point of Contact’ to the Telstra Strategic Customer base.
•Act as escalation point in line with fault processes.
•Demonstrate an ethos of superior ‘can-do’ customer service and the proactive approach of ‘going the extra mile’ for the customer.
•To deal with Service Managers and act as a point of contact.

Technical Responsibilities

•5 years experience in a technical operations role for either Telco, ISP or Corporate IT department
•Provide cover, as a technical single point of contact for all Customer Fault issues.
•Escalation of all faults / outages as and when required.
•To provide 1st & 2nd line technical support for all products as required to Telstra’s internal and external customers.
•To ensure contractual SLA metrics are met or exceeded at all times.
•Give support to the definition and documentation of processes and procedures to aid the continual development of the team.
•To specialise in new converged service faults.

General Responsibilities

•Ability to work in a team with little supervision and using own initiative.
•Flexible approach to work and able to work under pressure.
•To have a flexible approach to work and work occasional extended hours where necessary
•To undertake any other reasonable task as directed by the ECSC Manager.
•To generate idea’s to assist in improving process and procedure to enable maximum customer operational efficiency.
•Adopting and undertaking departmental practices.
•To undertake routines as set out in Customer Operations procedures
•To cover written customer reports when required.

Qualifications and Experiences (E = Essential; D = Desirable)

•1st / 2nd t line maintenance for D/E
oDMS platforms,
oIN platforms
oLayer 2 Frame/SDH/ATM/Ethernet
oCore routing Network elements , e.g. Cisco, Juniper
oVoIP/ SIP
•Understanding of TDM signaling protocols e.g. C7, Q931, DASS, DPNSS D
•TCP/IP an interworking techniques / in an intl IP network environment E
•Server operating environments and web hosting server E
•A good working knowledge of DNS, HTTP, Email services E
•Knowledge of server connection tools e.g. Terminal services ssh E
•Previous experience in working in a Network Operations Environment D/E
•Understanding Access methodologies e.g. WLR, CPS, IDA, VPN D/E
•Working knowledge of ticketing systems e.g. Remedy E
•Trouble shooting commands e.g. Traver, Traceroute, Ping, Telnet E
•Trained to CCNA standard E

Personal Attributes

•Commercial awareness and acumen.
•Responsible and dependable.
• “Can do” attitude
•Good Interpersonal skills
•Good analytical skills
•Good systems skills
•Strong team worker
•Results orientated
•Proactive
•The ability to establish and build relationships with customers and 3rd parties
•The ability to act independently as well as being a valuable team member

Staff/Financial responsibilities

People None
Financial None

If you think you have what it takes to join the fastest growing Australian telco in Europe email your CV and cover letter to "itsecuritylink@gmail.com" with the name of the job title in the Subject field.

Closing date for all applications will be Tuesday 6th May 2008.

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