Deliver frontline diagnostics, classification, and issue resolution
Meet customer service standards and call‑handling targets
Respond to technical support requests via phone and digital channels
Identify customer needs through effective questioning and product analysis
Troubleshoot and resolve technical and non‑technical service issues in line with SLAs
Investigate faults using internal and external resources
Work collaboratively with teams across the business
Support field staff with fault resolution and installation queries

Strong organisation and time‑management skills
Knowledge of telco technologies (e.g., Hosted PABX, MPLS, Cisco, FortiGate)
Clear and confident communication skills
Ability to troubleshoot using the OSI model
A proactive approach to problem‑solving and leadership
Confidence working independently and collaboratively
A willingness to learn quickly and adapt to new technologies
Tech‑curious customer mindset
Loves to help people and not afraid to dive into the tech behind the scenes to make things work better

26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
Discounted internet up to the value of $109 per month
20% off our Mobile services
Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more
Celebrating you! With monthly rewards and recognition
Internal training and resources for you to continue to learn, grow and achieve your career goals
Yearly allowance for amazing Aussie merch
Fitness Passport for access to multiple gyms and pools across Australia

Assurance Technical Support Officer

Key skills