Complex Customer Service Specialist

Responsibilities

• Telstra Enterprise - Enterprise Operations Secure Service Desk is responsible for the day-to-day operations of Telstra's enterprise business, including order fulfillment, customer support, and service delivery.
• Proactively monitor Secure Federal Government and other Tier 1 Enterprise customer networks to identify current and impending network faults.
• Level 1 Service Desk, which includes being the first point of contact for Federal Government customers predominately via email but also includes some phone calls and using customer specific ticketing systems.
• Perform ITSM functions including ticket logging, updating and tracking for our customers.
• Perform basic troubleshooting or triage activities across routing and switch including Fortinet and Cisco technologies
• Provide assistance during the incident management process to quickly and effectively restore network functionality.
• Participate in a Monday to Friday 7AM to 6PM shift roster.
• Involvement in specific Federal Government customer's asset management processes as required
• Assist in identifying and documenting improvements to existing processes and procedures that align to business unit procedures.
• Responsible for liaising directly with customers and working to positively influence the end-to-end customer experience.
• Adhere to the company and customer policies and procedures.
• Display the Telstra Values in everything that you do.
• Undertake other duties as directed.
• About You
• Technical Service Desk experience
• Incident triage experience
• ITSM experience
• Maintaining stakeholder relationships
• Some experience in a specialist field
• Technical Certification/Diploma level qualifications (or equivalent), experience / on the job training working in a network assurance team in a specifically Cisco centric environment.
• Technical Certification/Diploma level qualifications (or equivalent), experience / on the job training working in a network assurance team in a specifically Fortinet centric environment.
• Must have NV1 security clearance.
• Must be able to participate in Mon to Fri 7am to 6pm shift work arrangements.
• Candidates must be Australian Citizens with a NV1 Baseline Security Clearance. This role requires maintaining an Australian Government NV1 Security Clearance.
• We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.
• As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).
• As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

Benefits

Additional Information

Employment Type Permanent Closing Date 23 June 2026 11:59pm Job Title Complex Customer Service Specialist Job Summary Job Description We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network. This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice. Focus of the role The Secure Service Desk provides support to Federal Government customers that are utilising a range of Telstra products and services including Managed Data Networks and associated tiers including Managed Routers, LAN, Wireless WAN, Wireless LAN and WAN Optimisation solutions as well as Telstra's Unified Communication and Mobility solutions.

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