CommTel Network Solutions is a leading provider of advanced communication solutions for mission and business-critical networks. We work across transport, mining, utilities, oil & gas and emergency services, delivering technology that keeps essential services connected, safe and reliable.
The Role
The ServiceDesk Engineer is responsible for resolving customer issues relating to communications equipment. The role also involves participation in technical activities such as equipment integration, installation, and testing as required.
Key Accountabilities & Responsibilities
Strategic
- Assist with the evaluation of new technologies to supplement the current CSS environment (e.g. augmented reality integration, smart tools)
- Coordinate with other Business Units on knowledgebase management and development
- Respond to Customer ServiceDesk cases and provide 2nd-level support in the communications field as expertise grows
- Coordinate with other Business Unit teams to engage specialised expertise within CommTel to resolve ServiceDesk cases
- Coordinate with vendor organisations for 3rd- and 4th-level support to resolve ServiceDesk cases
- Support and assist other CommTel groups with technical work, both to gain and to share knowledge
- Prioritise work to meet the Service Levels documented in Technical Support Agreements (TSAs)
- Close ServiceDesk cases in a timely manner
Operational
- Support pre-sales activities within the scope of your experience
- Attend customer sites as required to resolve issues
- Be a highly motivated self-starter and team player, capable of working independently or as part of a team (supervising other staff is not expected in this role)
Skills & Expertise
Essential
- Formal qualifications in a relevant field (e.g. BSc, Graduate Communications Engineer)
- Understanding of, and/or experience with, communications technologies and network management systems — IP/MPLS, WDM, SDH, PDH, microwave radio, etc.
- Computer literacy, with proficiency in Windows and Server environments
- Excellent interpersonal and communication skills
- Excellent written and spoken English
- Willingness and ability to travel
- A professional approach to work
Desirable:
- Robust problem-solving skills
- Experience in a customer-facing telecommunications support environment
- Knowledge of database principles
- Familiarity with quality assurance and telecommunications standards (ISO 9000, ITU, IEEE)