Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. As the second largest telecommunications company listed on the ASX, TPG Telecom has a strong challenger spirit and a commitment to delivering the best services and products to our customers. We are driving competition and choice for businesses and consumers across Australia.
The Senior Voice NOC Engineer position is primarily responsible for managing voice incidents, ensuring that network faults & escalations are investigated/attended to by the relevant teams, performing some network traffic management and network provisioning.
The position is also responsible for acting in a senior capacity within the team. This may involve assisting with escalations, performing root cause analysis, liaising with Tier 2 teams, and assisting the Team Manager as required.
This position is based in Glebe, NSW.
Responding to Trouble Tickets and Network Alarms, rectifying faults, and escalating according to internal fault management procedures
Monitoring various elements of the Voice network via multiple Network Management Systems
Liaising with Tier 2 staff and other departments to resolve problems
Assisting with and supporting planned outages, network hazards and permits to work
Responding to technical and procedural queries from shift staff
Driving incident management bridges for high severity faults
Troubleshooting configuration issues for escalated corporate customer faults
Identifying trends in Network faults and corporate/consumer fault escalations, subsequent root cause and resolution
Identifying opportunities to improve fault troubleshooting, impact analysis and other related processes to increase efficiency
Creating incident management reports and performing root-cause analysis
Deriving mitigations following root-cause analysis and taking ownership to work with engineering teams to deliver the agreed resolution
Creating and maintaining documentation, and assisting with the creation of policies
Knowledge & Experience:
Tertiary qualifications in Telecommunications or Electronics.
2 years relevant experience in a technical support role, similar role, or role with similar responsibilities.
Sound knowledge of VoIP platforms and protocols (SIP, SDP, RTP, H.323, H.248, etc)
Sound knowledge of TDM voice interworking (SS7, ISUP, ISDN, etc).
Good understanding and experience of voice switching, NGN architecture and general Telecommunication environments.
Good knowledge of Unix-based/Windows-based systems and IP networking.
Excellent written and verbal communication skills.
Excellent customer service skills.
Excellent interpersonal skills.
Very good knowledge of technical support processes (with experience in a Network Operation Centre environment considered favourably).
Strong drive and initiative for personal improvement and team improvement.
Benefits and Perks
Thorough training and onboarding program
‘Stay Connected Mobile’ – Access to a free mobile plan
‘Stay Connected NBN’ – Access to a free NBN 100 plan
‘Your Leave’ - an additional 4 days of leave to be used whenever you like, each year
Access to LinkedIn Learning and Vodafone Learning platforms
Access to Corporate Partner Discounts (across Tech, Banking, Health & Leisure)
We are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career. You’ll be faced with loads of variety where no two days are ever the same in a collaborative workspace that helps drive innovation.
Interested? We are excited to hear from you!
At TPG Telecom we take all reasonably practicable steps to protect the health and safety of our people. The successful candidate is required to be fully vaccinated against COVID-19, due to the increased risk of infection and nature of the work. Please let our team know if there is anything you need to discuss about your individual circumstances.