Assurance Technical Support Officer

Aussie Broadband

. Deliver frontline diagnostics, classification, and issue resolution .

Posted 10/19/2026full-timeDandenong South • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving technical issues related to telco technologies while delivering exceptional customer service. Proficient in utilizing the OSI model for diagnostics and effective communication to support both customers and field staff.

Highest-signal resume keywords

Telco Technologies KnowledgeTroubleshooting Using OSI ModelCCNA CertificationStrong Organisation SkillsClear Communication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

DiagnosticsIssue ResolutionTechnical SupportFault InvestigationService Level Agreements (SLAs)Product AnalysisTroubleshootingTime Management

Soft Skills

Proactive Problem-SolvingCollaborationAdaptabilityConfidence

Tools & Technologies

Hosted PABXMPLSCiscoFortiGate

Certifications & Qualifications

CCNANSE4CompTIA A+

Industry Keywords

Customer Service StandardsCall-Handling TargetsTechnical and Non-Technical IssuesField Staff Support

About the role

Key responsibilities & impact

Deliver frontline diagnostics, classification, and issue resolution
Meet customer service standards and call-handling targets
Respond to technical support requests via phone and digital channels
Identify customer needs through effective questioning and product analysis
Troubleshoot and resolve technical and non-technical service issues in line with SLAs
Investigate faults using internal and external resources
Work collaboratively with teams across the business
Support field staff with fault resolution and installation queries

Requirements

What you’ll need

Knowledge of telco technologies (e.g., Hosted PABX, MPLS, Cisco, FortiGate)
Certifications such as CCNA, NSE4, or CompTIA A+ (or equivalent) preferred but not necessary
Strong organisation and time-management skills
Clear and confident communication skills
Ability to troubleshoot using the OSI model
A proactive approach to problem-solving and leadership
Confidence working independently and collaboratively
Willingness to learn quickly and adapt to new technologies

Benefits

Comp & perks

26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government-paid leave)
Discounted internet up to the value of $109 per month
20% off Mobile services
Fitness Passport for access to multiple gyms and pools across Australia
Flexible working arrangements
Employee Assistance Program (EAP)
Discounts with Specsavers, HCF, and many more
Monthly rewards and recognition
Internal training and development resources to support your career growth
Yearly Aussie merch allowance
Paid community service leave for all staff