Job Description
The Company
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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.
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The Role
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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.
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Key Accountabilities & Responsibilities
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Strategic
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Assist with the evaluation of new technologies to supplement the current CSS environment (e.g. augmented reality integration, smart tools)
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Coordinate with other Business Units on knowledgebase management and development
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Respond to Customer ServiceDesk cases and provide 2nd-level support in the communications field as expertise grows
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Coordinate with other Business Unit teams to engage specialised expertise within CommTel to resolve ServiceDesk cases
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Coordinate with vendor organisations for 3rd- and 4th-level support to resolve ServiceDesk cases
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Support and assist other CommTel groups with technical work, both to gain and to share knowledge
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Prioritise work to meet the Service Levels documented in Technical Support Agreements (TSAs)
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Close ServiceDesk cases in a timely manner
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Operational
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Support pre-sales activities within the scope of your experience
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Attend customer sites as required to resolve issues
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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)
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Skills & Expertise
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Essential
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Formal qualifications in a relevant field (e.g. BSc, Graduate Communications Engineer)
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Understanding of, and/or experience with, communications technologies and network management systems — IP/MPLS, WDM, SDH, PDH, microwave radio, etc.
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Computer literacy, with proficiency in Windows and Server environments
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Excellent interpersonal and communication skills
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Excellent written and spoken English
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Willingness and ability to travel
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A skilled approach to work
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Desirable:
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Strong problem-solving skills
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Experience in a customer-facing telecommunications support environment
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Knowledge of database principles
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Familiarity with quality assurance and telecommunications standards (ISO ****, ITU, IEEE)
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