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About the role
The selected candidate will provide Level 1/2 operational and technical support for an Australian client, assisting with service provisioning, deployment, troubleshooting, fault resolution, and customer support.
The role involves working closely with internal teams and third-party suppliers while maintaining accurate technical records and ensuring customers are kept informed throughout the service process.
Candidates must be available to work in line with Australian business hours, including adjustments for daylight saving time where applicable.
Key Responsibilities
~ Provide first-line technical support and troubleshoot customer service issues.
~ Identify faults and assist with technical problem resolution.
~ Coordinate service provisioning, activation, and deployment.
~ Liaise with internal teams and third-party suppliers to manage service delivery and resolve faults.
~ Configure customer premises equipment and assist with installation and setup.
~ Keep customers informed of progress and escalate unresolved issues appropriately.
~ Maintain accurate support tickets, technical documentation, and service records.
~ Support customer service and engineering teams with operational tasks and projects.
~ Update support systems and prepare reports when required.
Requirements
~ Ideally 2–3 years of experience in Level 1/2 telecommunications, MSP support, or service provisioning.
~ Knowledge and practical experience in broadband and fibre access services.
~ Understanding of LAN/WAN technologies and networking solutions.
~ Familiarity with VoIP and SIP services.
~ Strong troubleshooting and problem-solving skills.
~ Good time-management abilities.
~ Excellent written and verbal communication skills.
~ Professional and polite telephone manner.
~ Strong attention to detail and documentation skills.
~ Ability to manage customer enquiries and escalations professionally.
~ Self-motivated with a strong work ethic and positive attitude.
~ Ability to work independently and as part of a team.
Working Hours
~ Must be available according to Australian client business hours.
~ Working hours may change in line with Australian daylight saving arrangements.