Job Description

Employment Type PermanentClosing Date 11 June 2024 11:59pmJob Title Technical ExpertJob Summary As a Technical Expert, you can\xe2\x80\x99t resist solving problems. Your investigative skills will be put to the test as you work to diagnose and find solutions, activate or repair. You collaborate with stakeholders to ensure our networks and infrastructure are operating efficiently and delivering value to our customers and ensuring optimal network availability.As a Technical Expert, you will provide technical service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it\xe2\x80\x99s people who give purpose to our technology. So we are committed to staying close to our customers and providing them the best experience. And delivering the best technology.This is where YOU come in, by playing your part in helping our customers connect: faster, better and smarter.Who we are:Telstra is Australia\'s leading telecommunications and technology company with a rich heritage that\xe2\x80\x99s been built over 100 years. From our humble beginnings in the Postmaster General\xe2\x80\x99s Office to the global business we are today our people have been at the forefront of technology innovation. More recently, we have the largest Internet of Things network in Australia and are leading the way in 5G. And this is just the beginning of what we\xe2\x80\x99re hoping to achieve together.Job details:

• Qualification \xe2\x80\x93 BE/B.Tech or equivalent
• Years of experience required- 5-10 years.
• Location \xe2\x80\x93 Bangalore
• Working Model- Hybrid

Key Responsibilities:

• This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
• Working across all aspects of the customer support experience.
• Detect and prevent incidents before they occur.
• Aid the development and implementation of new technologies to ensure Telstra leads the ICT industry.
• Identify and implement opportunities to improve process, efficiencies, and customer experience.
• Provide input into learning and development for our entire ecosystem.
• Cross Skill into different technology hubs
• 24x7 Shift Environment / On-Call support / Australia Business hours
• CCNA / CCNP or equivalent
• SIP School Certification or equivalent UC certification of Cisco/Avaya/Genesys etc.
• Incident Management Experience
• Being the Single point of contact in case of escalations & major incidents
• Configuring and Troubleshooting in Cisco Webex, Microsoft Teams, Mitel and Astra UC products.
• L2/L3 layer with troubleshooting skills.
• Perform L2 / L3 investigation of voip related faults. Provide specialised technical expertise in the investigation and rectification of more complex faults and routines. Diagnose and restore complex issues associated to customers private networks for Telstra\xe2\x80\x99s enterprise customers.
• Experience in handling international stakeholders.
• Co-ordinate with service desk, customers, vendors and all other resolver groups to ensure timely resolution.

High desirable * Telecom Industry Experience

• Exposure on Cisco UC , Multi-Vendor SBC\xe2\x80\x99s, Avaya/Mitel UC Products.
• Knowledge and exposure on Network Monitoring Tools
• Data and IP experience
• Automation / Scripting knowledge
• Assurance Team experience
• Voice Protocols and Codecs
• Experience in RCA for Network and VOIP related issues.

Key Accountability Metrics

• Volume Reduction
• First in Fix
• Cycle Time

Key Decision Rights

• Recall approval
• Escalation Management

Technical Skills:Candidates who possess a strong understanding of below Microsoft 365 Applications

• Provide technical support to end-users with a core understanding of Microsoft 365 applications such as Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive, Exchange Online, etc.
• Strong troubleshooting skills to diagnose and resolve technical issues related to user accounts, permissions, configurations, and functionality within the Microsoft 365 environment.
• Microsoft 365 Services: Knowledge of key services including Azure Active Directory, Exchange Online Protection, Security & Compliance Center, Microsoft Endpoint Manager (Intune), and Microsoft Defender.
• Assist users with setting up and configuring email accounts, calendars, and other collaboration tools in Microsoft 365.
• Collaborate with other Resolver teams to escalate and resolve complex issues in a timely manner.
• Proactively identify and address potential issues or improvements within the Microsoft 365 environment to enhance user experience.
• Stay informed about new features, updates, and best practices related to Microsoft 365 to provide effective support and guidance to end-users.
• Document support activities, resolutions, and best practices to maintain a knowledge base and improve support processes.
• Excellent communication and interpersonal skills with the ability to effectively communicate technical information to non-technical users.
• Candidate should have hands on experience working as SME or people management.

Note: Microsoft Office 365 Certification, ITIL or Agile or ScrumSkills24x7 Support, Call Support, Customer-Support, Cycle Time, Escalation Management, Microsoft 365 SharePoint Online, Microsoft Applications, Microsoft Office, Reliability Improvement, Technical SupportQualifications & Certifications (if applicable)Future Ready - Collaborates and Influences - Future Ready, Future Ready - Customer Focused - Future Ready, Future Ready - Team Performer - Future ReadyPlease Note: Before applying for internal vacancies, advise your 1-up manager of your intention to apply, regardless of the length of time you have been in your existing role.

• An employee can move internally if they meet 12 months minimum service for a Band 2 \xe2\x80\x93 4 role, or 18 months minimum service for a Band 1 role. This minimum service requirement may be reduced with 1-up manager approval.
• Internal Reference Checks are mandatory, and an employee\xe2\x80\x99s current 1-up manager will be contacted as a referee during the recruitment process.
• Release dates will be negotiated directly between the hiring manager and the 1-up manager (in extenuating circumstances, the Principal or Executive may make final decision)
• Redeployees can apply for roles at any time and will be given priority status for suitable roles.
• Before applying for a role internally, please see AskHR \xe2\x80\x93 Am I eligible to apply for internal roles

We fully embrace flexibility and choice at Telstra and it\xe2\x80\x99s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!

Telstra