Complex Customer Service Specialist
On-site · Sydney, New South Wales, Australia or Melbourne, Victoria, Australia
Job Summary
Secure Service Desk for Telstra Enterprise supports Federal Government customers, performing incident triage, ITSM ticketing, and service delivery. Responsibilities include proactive monitoring of Federal Government and Tier 1 Enterprise networks, basic troubleshooting across routing and switching (Fortinet and Cisco), liaising with customers to influence the end-to-end customer experience, adherence to company and customer policies, maintaining asset-management processes as required, and participating in a Monday–Friday 7:00 AM to 6:00 PM shift roster. Technical qualifications (Cisco/Fortinet), ITSM experience, stakeholder management, and NV1 security clearance are required. The role emphasizes delivering reliable network support, incident response, and continuous service improvements within Telstra’s Secure Federal Government operations.
Required Qualifications
- NV1 security clearance
- Technical Certification/Diploma level qualifications (or equivalent)
- Australian Citizenship
- Must be able to participate in Mon to Fri 7am to 6pm shift work arrangements
Additional Requirements
- Australian citizenship required
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