Job Description

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Level 1 Data / Voice Support Engineer

Advertiser: Over The Wire Pty LtdMore jobs from this company

Job Information

Job Listing Date
3 Feb 2020
Brisbane, CBD & Inner Suburbs
Work Type
Full Time
Information & Communication Technology, Help Desk & IT Support

About the company

Over the Wire is an ASX listed Telecommunications and IT services company with a difference.

At Over the Wire, we partner with our clients to ensure our solutions are tailored to meet their business needs by utilising our extensive nationwide network, expert staff and leveraging our established carrier relationships.

We strongly believe in work/life balance and flexibility, working hard to create an environment that is diverse, supportive, challenging and team-oriented.

At Over the Wire, you will find yourself surrounded by a team of highly skilled, customer service focused people who are passionate about online technology. We are driven to help our customers. Within an informal, social, yet professional environment, we support our staff with the tools they need to achieve today and develop new skills for tomorrow.

About the role

Working as a Level 1 Data / Voice Support Engineer within our Service Operations Centre, you will be responsible for completing technical diagnostics and focusing on the restoration of data and voice services, resolving on first call or escalating where necessary.

This role will require a solid understanding of network (routing and switching) or voice (SIP trunks, Hosted PBX platforms) fundamentals. Candidates will be working with both network and voice faults, so desire to learn both technologies is essential. In addition, strong troubleshooting, problem solving skills and proven customer service skills are essential.

Key Responsibilities:

Our Level 1 Support Engineers are responsible for:

  • Act as frontline for all customer faults logged via phone or email

  • Proactively manage customer incidents from initiation to completion

  • Provide timely, proactive updates through our ticketing platform

  • Perform on call duties as required

Benefits and perks

Why choose Over the Wire:

  • Rostered Shifts between 6:30am - 6:30pm

  • We organise regular social events, with monthly catered lunches and casual Friday afternoon nibbles and beverages

  • Employee Share Scheme

  • Incremental salary increases based on performance and industry certifications

  • Our SOC is the breeding ground for our talent, this role will give you the opportunity to fast-track your career into other positions within our company.

Skills and experience

What will set you apart from the pack:

  • You will have a passion and drive to learn

  • You are the person your friends and family call to fix their technology related issues

  • You love the challenge of problem solving and troubleshooting

  • You enjoy talking to customers and providing exceptional customer service

  • You have the right to live and work in Australia and can complete a mandatory police check


Apply now and send a copy of your cover letter and resume through to our team.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • Do you have customer service experience?
  • What's your expected annual base salary?
  • Do you have experience working in a technical support role?
  • Are you available to provide on call support when required?

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