Service Centre Technical Analyst
Optus
Macquarie Park, Sydney NSW, Australia
Full Time
Hybrid
Night shift
Required skills
Technical Support
Network Troubleshooting
Managed Network Services
CCNA
Enterprise Support
Incident Management
Service Requests
SLA Management
Mobile Networks
Fixed Networks
ICT Support
Fault Management
Technical Documentation
Customer Service
Problem Solving
Major Incident Management
Team Mentoring
Perks & benefits
Competitive remuneration, $80 monthly Optus credit, 25% Optus product discount, retail partner discounts, modern office campus, cafes, gym, childcare centre, additional Connected days, up to 16 weeks paid parental leave, Optus U learning programs, wellbeing support, diversity and inclusion programs, free shuttle bus from Macquarie University Metro Station
Job description
Optus is seeking a Service Centre Technical Analyst to provide specialist technical support for enterprise customers across mobile, fixed and ICT products and network platforms. Based in Macquarie Park, Sydney, this role operates within a 24/7 rotating roster covering weekdays, weekends and public holidays. The position is responsible for detecting, diagnosing, testing, isolating and resolving network problems, managing incidents and service requests within defined SLAs, and ensuring excellent customer outcomes. Key responsibilities include acting as a technical lead during major incidents or outages, supporting Enterprise customers, following fault management procedures, mentoring internal teams, liaising with Technical Assistance Centre (TAC) and Client Delivery teams, maintaining technical documentation, and providing technical insights for new products and services. The successful candidate will have experience in managed network services, strong troubleshooting skills, customer service capability, knowledge of telecommunications technologies, and the ability to manage high-priority incidents in a fast-paced environment.
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