Job Description

Employment Type PermanentClosing Date 23 June 2024 11:59pmJob Title Voice Network Technical - SpecialistJob Summary As a Network Technical - Specialist, you will provide technical service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.Telstra is Australia\xe2\x80\x99s leading telecommunications and technology company spanning over a century with a footprint in over 20+ countries. In India, we\xe2\x80\x99re building a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We\xe2\x80\x99ve grown quickly since our inception in 2019, now with offices in Pune, Hyderabad and Bangalore.What is the focus of the role?As a Technical Specialist for VOIP, 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 for VOIP are operating efficiently and delivering value to our customers and ensuring optimal network availability.About the roleAs a Technical Specialist, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile, and collaborative environment.Your role will involve providing high-level technical support and assisting in the development of solutions/fixes and support to the VOIP networks, infrastructure, products and services supplied at vendor and those operated by Telstra.You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors. You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.What you\'ll doGlobal Networks & Technology - Network & Infrastructure Engineering designs and delivers Telstra\'s VOIP solutions, ensuring they\'re reliable, scalable, and secure.

• This role is responsible for continuously improving service reliability and rapidly restoring customer VoIP incidents.
• Working across all aspects of the customer support experience.
• Assist technical support team members to achieve optimal first in fix results.
• Detect and prevent incidents before they occur.
• Aid the development and implementation of new technologies to ensure Telstra leads the ICT industry. (For example: Networking)
• 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
• 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.
• Co-ordinate with service desk, customers, vendors and all other resolver groups to ensure timely resolution.
• 24x7 Shift Environment / On-Call support / Australia Business hours

• B.E / B. Tech or equivalent
• 2 to 5 years working in IT industry.
• CCNA / CCNA Voice / CCNP or equivalent
• SIP School Certification or equivalent UC certification of Cisco/Avaya/Genesys etc.
• Incident Management Experience
• Ability to or experience in being the single point of contact for escalations & major incidents
• Skills in Configuring and Troubleshooting of Cisco Webex, Microsoft Teams, Mitel and Astra UC products.
• L2/L3 layer with troubleshooting skills.
• Good verbal and written communication skills in English is a must
• Experience in handling international stakeholders.

• 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.

Telstra