Enhanced Assurance Support Engineer

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 4th 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

We are looking for an Enhanced Assurance Support Engineer to join our team on a 12-month max term contract.

Do you think youve got what it takes to support customers by providing front line technical support for our customer network voice and security incidents and service requests If so then you may be looking for an opportunity to work with us an Enterprise Data & Voice Support Engineer.

If you think youve got what it takes to be awesome with us this is what you need to demonstrate;

• Experience in data networking with a strong focus on routing and switching.

• CCNA/CCNP certification or Juniper equivalent.

• 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.

As our Enterprise Data & Voice Support Engineer you will put our values up in lights by delivering these activities and outcomes:

• Diagnose classify and resolve issues within assigned work packages including the dispatch and coordination of incidents affecting Business and Enterprise or partner services in alignment with SLA requirements.

• Analyse plan implement and test service changes (adds moves or modifications) for Business Enterprise or partner services adhering to applicable SLA frameworks.

• Provide clear proactive and frequent updates throughout the case resolution lifecycle to keep customers fully informed and engaged.

• Build and maintain strong customer rapport by demonstrating empathy and tailoring communication to their level of understanding.

• Act as the customers proxy to manage carrier field service and third-party interactions minimizing their exposure to the complexity of service restoration activities

• Collaborate with sales account management billing and other technical and operational teams to ensure a seamless and efficient customer experience for Business and Enterprise support.

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

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

• Participate in a dispatch rotation which focuses on triaging service requests or incidents in a timely and accurate manner to engineers on standby

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

• Maintain high levels of technical competency through continued learning and application of relevant research training self-study and certifications.

• Effectively manage all internal and external stakeholder relationships in the best interests of the customer or partner ensuring accurate and up-to-date case notes and data integrity throughout the process

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!