Enterprise Data & Voice Support Team Lead

At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer supporting and celebrating difference is just one way that we demonstrate our value of Be good to people everyday.

Join us as we continue to grow and make a mark as the 5th largest telco in Australia!

Why work for Aussie

Founded in regional Victoria almost 20 years ago we are local from the ground up. What started in a living room in Morwell has now expanded to every corner of Australia - were growing fast and not slowing down!

Our fantastic culture lives and breathes our values:

• Dont be ordinary be awesome

• Think BIG

• No bullsh*t

• Be good to people

• Have fun

We are proud to be a B Corp Certified company which means were good to our people our customers and the planet by maintaining the highest standards for social and environmental performance transparency and accountability.

We care about our community through our Pledge 1% commitment sponsorship programs and our paid staff community service leave offering.

But dont just take our word for it We have been named one of the top employers in Australia by HRD magazine.

The good stuff

• 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

Lets talk about you

To be successful in this role you will possess the following:

• A minimum of 2-3 years of previous experience in data networking voice support team lead or similar role with a strong desire to provide service to the customer beyond their expectations.

• Be certified in CCNA/ CCNP or Juniper equivalent.

• Broad and demonstrable knowledge of security network and systems administration with a focus on Cisco Juniper Fortinet and VeloCloud SD-WAN is essential.

• Demonstrable experience with networks switches and routing. Expert knowledge of IP protocols including IP addressing and subnetting as well as IP services including SMTP FTP HTTP DHCP TFTP and SSH.

• Experience with routing protocols including OSPF and BGP.4 firewalls (Forti SRX) VPN (Pulse Forti) and wireless APs.

• Have experience with SIP-based PBX Systems and equipment (Cisco 3cx Asterisk Polycom Yealink) and be certified in SIP School or equivalent.

• A passion and drive for continuous learning and self-improvement coupled with the ability to gain an understanding and competency in new technologies quickly.

• A strong desire to provide service to the customer beyond their expectations.

• Demonstrated experience coaching and mentoring other technical team members.

How will you support our Why

Your responsibilities will include:

• Ensuring the Enterprise Support Teams day-to-day operations are performed accurately and on time by delegating tasks and managing operational requirements of the team as required.

• Proactively manage complex or escalated customer incidents.

• Leading and developing our team ensuring the capability to support our business customers is developed and applied across the team.

• Identifying designing and implementing business processes that improve the support experience.

• Gathering maintaining monitoring and ensuring compliance with key service delivery metrics including but not limited to:

  • Equitable and appropriate project work allocation across the team

  • Incident management process times

  • Project delivery SLAs

  • Project cost overruns

  • NPS and CSAT.

• Investigating and resolving anomalies and incidents escalated by the technical support teams monitoring systems or identified during daily weekly and monthly management. Implement service requests within a defined SLA framework.

• Escalate incidents to the relevant team leader manager carrier or third-party vendor in a timely manner.

• As required oversee or lead the analysis design documentation planning deployment and testing of complex adds moves or changes for the business.

• Using data and other techniques to identify recurring issues being reported or occurring for systems under management. Identify the root cause and develop and implement mitigations or remedies to reduce the frequency or impact including:

  • Identifying planning and implementing system changes and improvements.

  • Identifying defining and implementing policy or process changes.

  • Training or skills gaps are identified and addressed through coaching on the job or formal training.

• Monitoring the network and performing day-to-day maintenance tasks to ensure continued smooth operations.

• Confirming that all required solution information and documentation including contracts and approvals are accurate and complete when the service order is received.

• Dispatch prioritise classify troubleshoot investigate and diagnose incidents or faults affecting Enterprise Government and Wholesale customer or partner products or services and coordinate the resolution of these incidents within the applicable SLA framework.

• At all times try to shield the customer or partner from the complexity of activities associated with restoring their services by acting as their proxy for the carrier field service and other required third-party interactions whenever possible.

• Engage with the sales account management billing and other Aussie Broadband technical and operational teams and where required ensure the customer experience when dealing with Enterprise Government and Wholesale support is seamless and easy to do with business.

• Participating in an on-call rotation that focuses on restoring incidents affecting Aussie Broadband customer services outside our normal support hours.

• Participating in rotational shift work to ensure that Enterprise Government and Wholesale customers have access to support from 6.30 AM-6.30 PM AEST.

Ready to join

Hit the apply button to submit your application and our fantastic team will be in touch!

Even if you feel you dont meet all the requirements wed still love to hear your story. We like to think outside the box with the people we hire.

If you have any questions get in touch today with our team at

Just a heads up we cant take applications through email so make sure you apply via the job link weve set for this role so you dont miss out!