At Symbio, we're enabling better conversations through smarter communications technology.

We're looking for an Assurance Specialist who thrives on solving problems, delivering exceptional customer experiences and working collaboratively to resolve technical issues across voice, data, mobile and NBN services.

This role operates within a rostered support setting, with shifts scheduled between 8:00am and 6:00pm, Monday to Friday, and participation in a rotating weekend roster approximately once per month.

If you're passionate about telecommunications, enjoy troubleshooting complex issues and take pride in seeing problems through to resolution, we'd love to hear from you.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our team to grow professionally.

Our people make all the difference in our success.

Let’s talk about you!

What you'll do

As our Assurance Specialist, you'll put our values into action by delivering outstanding support and service outcomes for our customers and partners. You'll:

- Provide timely support for service assurance enquiries and escalations via phone and ticketing systems, delivering exceptional customer experiences and effective resolution outcomes.
- Investigate, troubleshoot and manage faults across NBN, Ethernet, SIP Trunks, SIP Endpoints and Mobile services.
- Collaborate with internal teams and third-party vendors to efficiently diagnose issues, restore services and minimise customer impact.
- Keep customers and stakeholders informed through clear,



proactive and professional communication throughout the fault lifecycle.
- Help customers get the most from our products and services by providing guidance and support across hardware, connectivity and service-related enquiries.
- Contribute to continuous improvement initiatives by identifying trends, sharing knowledge and enhancing support processes and documentation.
- Support business initiatives and ad hoc projects, taking ownership of tasks and driving successful outcomes.

We're looking for a curious and customer-focused problem solver who enjoys working in a fast-paced technical environment. You'll ideally have:
- Solid understanding of SIP signalling and VoIP technologies.
- Diploma in IT (or equivalent experience)
- Experience with Hosted PBX call flow design and/or SIP trunking is a strong advantage.
- Previous experience supporting NBN, Mobile, Voice or Data services in a wholesale or retail telecommunications environment.
- Comfortable juggling multiple priorities and adapting to different products, technologies and ways of working.
- Excellent documentation skills, with a passion for capturing and sharing knowledge to help others succeed.
- A proactive mindset with the ability to take ownership and deliver outcomes across project and business initiatives.

If this role speaks to you, hit the apply button to submit your application! Or if you feel you still have a bit more to learn - reach out to the assigned Recruitment Business Partner (found on right-hand side of the advert) and they’ll provide you with some insights on ways to progress and upskill within Aussie.

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