The Company 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, secure 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:
Strong 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)
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📌 Graduate Communications Engineer (Port Phillip City)
🏢 CommTel Network Solutions
📍 Port Phillip City
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