Employment Type

Permanent

Closing Date

26 Aug 2024 11:59pm

Job Title

IT Technical Specialist

Job Summary

As an IT Technical Specialist, you work with pioneering technologies and apply your technical expertise in information technology (IT) to support our customers. You have a high degree of autonomy in your role and provide technical service, solutions, implementation and support to the platforms, devices, applications and computerised systems supplied and operated by Telstra. You apply your passion for product quality to continuously help us improve our IT products and processes, giving you the opportunity to grow your potential.

Job Description

Role purpose

The Level 1 Engineering team is the front door into the GCMS team for incident change and service requests.  This role will be dealing with customers across our Managed Services, and will be responsible for triaging, managing and escalating tickets to ensure resolution with SLA.

The successful candidate will have good communication skills and be able to manage customer expectations, provide basic troubleshooting, and follow run book tasks to deliver and assure our customer services.  This team will provide 24x7x365 operations to our customers.

How the role contributes to business strategy?

This role is a core contributor to Telstra’s managed service capability and should demonstrate technical expertise to assist the on-going support and growth of our managed service capabilities.

The measurable deliverables and outcomes of this role

The successful candidate for this role needs to assist in managing tickets and deliverables to strict SLA’s and in accordance with our security and compliancy regulations (including ISO 27001 and GDPR)

Role Context and overview

Key Responsibilities, Accountability Metrics, Decision Rights

Key Responsibilities

• Ticket Triage, Management and Escalation
• Customer communications.
• Proactive Monitoring of customer environments.
• Management of run-book tasks for delivery, troubleshooting and change management.
• Creation and Delivery of reports to customers and internal stakeholders
• Ensure services are operated in accordance with security and compliancy regulations (including ISO 27001 and GDPR)
• Keep up to date with industry developments and help turn these into Telstra capabilities.
• Work collaboratively, with the customer at the front of everything.
• Have a growth mindset, and continually look at better ways of doing things.
• Be flexible with a positive, ‘Can-Do’ mentality.
• Be Proactive and take the initiative.

Key Accountability Metrics

• Ensure Response and resolution SLA’s are met
• Ensure customer service availability targets are met

Key Relationships/ Interdependencies 

Internal

• Global Service Desk
• Customer Success
• Managed Service Level 2 and 3 Engineering

External

• Customer base
• Suppliers and Vendors

Leadership capabilities

Skill/Technical Expertise

Proficiency

Incident Management

• Able to triage and manage complex incidents, ensure the right resources are involved to resolve within SLA and according to an ITIL framework Medium

Key Skills/Technical Expertise

Skill/Technical Expertise

Proficiency

Investigating the needs of the end user           

Empathising with the internal and external customer to develop a deep understanding of their needs, behaviours and goals and synthesising research to generate insights and recommendations

Medium

Support

Ensuring incidents and tasks are updated according to Service Level Agreements

High

Collaborating globally

Consistently delivering a simple and high-quality customer experience by collaborating and integrating with others from across our Enterprise            

Medium

Stakeholder management        

Identifying and managing key stakeholders to gain their support and deliver outcomes    

Medium

Communications

Able to communicate effectively with internal and external stakeholders, and explain complex, technical issues in an easy-to-understand way

High

Qualifications/Experiences

Essential

• 1+ year experience in an IT of helpdesk environment
• Working knowledge of Cloud, Networking and Security
• A keen desire to learn, develop and grow.
• An understanding of ITIL
• Strong communication skills, able to explain technical solutions to both technical and nontechnical audiences.

High desirable

• Network Engineering Architecture for Media or Broadcasting Industry
• Operational background in broadcast media transport/telecommunications
• Cisco ASA/FPR experience (desirable)
• Fortinet experience (desirable)

Certifications

• Working towards at least 1 public cloud certification (e.g. Microsoft Azure Fundamentals) or Managed service framework (e.g. ITIL fundamentals)