Job Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Position: Service Assurance Specialist (Enterprise & Fibre Services)

Primary Function:

We are seeking a highly skilled Service Assurance Consultant to support a diverse client base across enterprise-grade telecommunications services. This role focuses on delivering end-to-end support for NBN Enterprise Ethernet, Telstra Ethernet Access/Wholesale Business Internet, and TPG/Vocus fibre solutions

You will act as the primary point of contact for customers, ensuring timely resolution of service requests and faults by coordinating closely with internal engineering teams and external service carriers. The role requires strong technical expertise, proactive problem-solving, and a commitment to delivering excellent customer experience.

Key Responsibilities

Technical Support & Service Management

• Provide technical support via phone, email, and ticketing systems
• Troubleshoot issues across enterprise fibre and Ethernet services
• Manage and resolve faults within SLA targets and KPI targets
• Take ownership of customer issues from start to resolution
• Coordinate with carriers and collaborate with internal teams to resolve issues

Operations & Processes

• Follow service management processes and procedures
• Maintain accurate and up-to-date ticket documentation
• Handle service requests (Moves, Adds, Changes – MACs) within SLA
• Assist with provisioning-related queries when needed

Monitoring & Communication

• Monitor services and identify recurring issues
• Work with network teams on proactive monitoring
• Provide timely updates on faults, outages, and maintenance
• Escalate critical issues as required

Continuous Improvement

• Suggest improvements to processes and service delivery
• Document solutions, workarounds, and knowledge base updates

Team Support & Training

• Participate in team meetings and training sessions
• Support colleagues and respond to internal queries
• Assist with training and knowledge sharing when required

Customer Experience

• Deliver clear, professional communication to customers
• Educate customers where possible to help prevent repeat issues
• Support service delivery teams during high-volume periods

Key Skills & Experience

• Proven experience supporting enterprise fibre and Ethernet services, including:
  • NBN Enterprise Ethernet
  • Telstra Ethernet Access / Wholesale Business Internet
  • TPG and/or Vocus fibre networks
• Strong understanding of telecommunications technologies such as but not limited to (IP networking, routing, switching)
• Experience working with meeting SLAs, ticketing systems, and incident management processes
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong communication and stakeholder management abilities
• Ability to work in a fast-paced, customer-focused environment

Join the A-Team and experience the A-Life!