Technical Assurance Representative

Company Description

Symbio is a software company changing the way the world communicates. Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.

Symbio is part of the Aussie Broadband Group - a fast-growing technology services provider with a market cap of around $1 billion (AUD). Listed on the Australian Stock Exchange (ASX: ABB), the Group collectively supplies more than 1 million services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.

Job Description

Pls note this role can be based in SYDNEY or MELBOURNE.

As a member of the global Network Operations team, you will manage, monitor, and control one or more networks, ensuring optimal network performance across diverse platforms, mediums, and communication channels. Your responsibilities will include managing network traffic and performing critical network operations to maintain seamless connectivity.

Responsibilities:

In this Technical Assurance role, you will provide 12/7 follow-the-sun support, proactively maintaining network performance by monitoring and managing network elements. You’ll utilize network management and incident ticket systems to address service assurance incidents, ensuring service levels are consistently met. Key duties include responding to Quality of Service breaches through alarms or customer tickets, adjusting call routing to cost-effective alternatives, and collaborating with vendors and carriers to restore performance to benchmark standards.

This role also involves engaging and communicating effectively with Symbio’s Domestic, International, and Southeast Asia customers, as well as working closely with third-party suppliers and carriers.

Impact of this Role:

As the key contact for incident and outage management, you will uphold the Symbio brand reputation by handling incidents from start to finish in line with ITIL best practices and service level agreements. Your work will play a vital role in delivering an exceptional customer experience, acting as a single point of support to minimize service downtime.

Qualifications:

• 3+ years’ experience of Domestic and/or international voice and data traffic routing, service management and monitoring performance characteristics.
• Telecommunications certification highly regarded.
• Demonstrable competence in using core network management systems and operational support systems.
• Demonstrable competence in analysing voice network signalling and interpreting call handling functions (e.g. C5, C7, ISDN, H323, SIP).
• Product Knowledge – A sound general knowledge of telecommunications products & services, such as Voice Carriage, SIP/RTP, Mobile, Fax/Landline services, Data services, and Billing.
• Proven customer service skills with a great phone manner and excellent written communication skills.
• Knowledge of customer service principles and practices.
• Proficiency with Microsoft Word, Microsoft PowerPoint and Microsoft Excel.
• Proactive, can-do attitude.
• Demonstrated initiative and customer focus approach.
• Competent in operating IP networks and associated DCN management/analysis systems.
• Able to multi-task and correctly prioritise escalated problems based on sound judgement and decision making when under pressure.
• Able to translate complex technical problems into simple logical terms.
• Able to comply with planned work and trouble management processes and procedures.
• Able to meet customer expectations in terms of service experience.
• Logical approach to fault localisation or problem solving.
• Awareness of commercial implications when making decisions on behalf of the stakeholder or business owner.
• Excellent communications and networking skills.

Team player, proactive and outcome focused.

Additional Information

Life at Symbio

Symbio is committed to a strong culture that is diverse and inclusive and we encourage our employees to bring their whole self to work.

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation, or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee’s happiness, health and wellbeing are important at Symbio. We provide all employees with flexible working options to ensure that work doesn’t compromise life outside Symbio and also supports their wellbeing. Additionally, we continually enhance our employee benefits.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks, and technologies to power the future of global communications.