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About the role
The selected candidate will work within the Operations and Engineering Team, supporting internal and external customers across voice, network, systems, and security technologies.
The role involves deploying and maintaining services, resolving complex technical issues, supporting IP telephony and networking environments, managing incidents, and coordinating with customers, internal teams, and third-party suppliers.
Candidates must be available to work according to Australian business hours, including daylight-saving adjustments where applicable. Some on-call and after-hours duties may also be required.
Key Responsibilities
~ Provide Level 2 and Level 3 technical support, including issue categorisation, prioritisation, investigation, and resolution.
~ Provision, configure, and install services and equipment.
~ Resolve technical faults and provide ongoing operational support.
~ Coordinate with customers, internal teams, and third-party suppliers for service provisioning and fault resolution.
~ Manage incidents through CRM and support systems.
~ Maintain accurate support tickets, progress updates, and resolution records.
~ Assist in developing and documenting procedures for provisioning, configuration, backups, disaster recovery, operations, and security.
~ Share technical knowledge and contribute to continuous improvement within the team.
Requirements
~ Previous experience in Level 2 or Level 3 support within a systems integrator, service provider, or telecommunications carrier.
~ Strong technical understanding of voice and networking technologies.
~ Practical deployment and operational support experience.
~ Experience with IP Telephony, including SIP protocols, SIP trunking, and call routing.
~ Experience supporting cloud-based telephony platforms.
~ Ability to configure and support PBX systems and VoIP equipment.
~ Experience with analogue telephone adapters (ATAs) and IP handsets such as Yealink.
~ Experience with softswitches and Session Border Controllers (SBCs).
~ Experience with open-source VoIP applications such as Asterisk and Kamailio.
~ Knowledge of IP and Ethernet networking technologies and protocols including DNS, SMTP, and SNMP.
~ Strong problem identification, analysis, tracking, and resolution skills.
~ Excellent written and verbal communication skills.
~ Strong attention to detail and accurate documentation skills.
~ Results-driven approach with the ability to prioritise and manage workloads.
~ Willingness to learn new technologies and share knowledge with colleagues.
Working Hours
~ Must be available to work according to Australian client business hours.
~ Working hours may change according to Australian daylight-saving arrangements.
~ Some on-call and after-hours duties may be required.