Technical Analyst

1 week ago

Palo Alto, California, United States Telstra Full time
Job Title: Technical Analyst

About the Company:

Telstra is a prominent telecommunications and technology firm in Australia, offering services in over 20 countries, including India. Telstra is focused on using innovation, automation, and technology to tackle significant technological challenges such as the Internet of Things, 5G, Artificial Intelligence, and more.

Working at Telstra provides endless career opportunities, a great work-life balance, and a chance to make a difference in a globally recognized company.

As a Technical Analyst at Telstra, you will be immersed in cutting-edge technologies, operating in a fast-paced, collaborative environment.

Your role involves delivering high-level technical services, contributing to solution development, and supporting networks, infrastructure, products, and services offered by Telstra.

You will have autonomy to work on projects enhancing system performance and integration, ultimately improving customer experience.



Main Focus of the Role:

To provide advanced technical support, solutions, and services for Telstra's networks, infrastructure, products, and services within a customer care team environment.

This includes handling complex service requests related to managed network changes and maintaining Enterprise customers' Data Network.

The role may involve working in a 24x7 shift setup, focusing on fulfilling customer requests, change management, and incident resolution while meeting KPI metrics.

Key responsibilities also include providing technical expertise in diagnosing and resolving complex network faults and ensuring efficient operation of customer networks.


Key Accountabilities:

- Implement service request fulfillment, change management, and incident management methodologies effectively and efficiently.

- Conduct proactive change management with customers to minimize service/network impacts during changes or planned outages.- Investigate network faults, diagnose complex issues, and provide technical support for customers' private networks.- Participate in technical investigations to define system standards and performance parameters of Telstra's offerings.- Coordinate with various teams to ensure timely issue resolution and manage infrastructure projects.- Share knowledge and provide technical training to enhance stakeholder understanding of technology and processes.- Contribute to process and technical documentation maintenance for accurate resources and support team collaboration.
Essential Requirements:

- 5+ years of network support experience.

- Proficiency in Cisco Switching & Routing.- Awareness of ITIL incident management, service request fulfillment, and change management processes.- Hands-on experience in Cisco device configurations, IOS upgrades, and SD WAN implementation.- Exposure to cloud technologies and multi-vendor systems.- Willingness to work shifts during Australian business hours and provide on-call support.
Desired Skills:

- Bachelor's degree in Engineering & Telecommunications or equivalent.

- CCNP/CCIE certification.- Knowledge of Wireless, F5, Juniper, Palo Alto, Fortinet, SD WAN, and VOIP.- Design exposure is highly desirable.- CCNA certification.- Exposure to Automation, Python, or Ansible is a plus.
We are a well-established Australian brand with a global presence, committed to continuous innovation and employee growth. At Telstra, every individual has a purpose-driven motivation to excel, contributing to creating a positive impact both internally and externally.

If you are seeking a challenging role in a dynamic environment with opportunities for professional development and real impact, this position may be perfect for you.

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