Service Assurance Specialist

• 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

• 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

• 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

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

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

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

• 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

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