Remote Network Support Specialist
at Megaport

Summary

Join a team of globally-positioned industry experts that lead by example, ensuring maximum uptime of the production network and providing escalation support for the Customer Support team.

Requirements

• Knowledge of fundamental networking and software concepts
• Ability to solve complex technical problems
• A passion for network operations/engineering and technology and a commitment to excellent customer service
• CCNA/JNCIA with work experience in network incident resolution or network infrastructure
• Identify and define scopes of work and project definitions for process improvement
• Innovative approach to problem solving and incident resolution
• Experience and understanding of fibre optic networks
• Ability to communicate with all levels of business and act as intermediary between technical experts and customers
• Strong focus on documentation with high attention to detail
• Strong work ethic and a self-starter able to work remotely with little supervision
• Motivated, engaged and able to operate both autonomously and within a globally dispersed team environment

Responsibilities

• Monitor Megaport’s global network and resolve network events
• Provide escalation support for Customer Support Specialists and other internal business units, ensuring customer issues are responded to quickly and accurately
• Plan, process, manage and implement network changes prescribed by Megaport Engineering and third-party suppliers
• Maintain technical relationships with vendors and internal engineering teams, including overseeing contractors performing remote work
• Proactively communicate incidents to internal and external stakeholders, including direct contact with customers/end users
• Troubleshoot network, portal, and account issues using various monitoring tools
• Collaborate with Customer Support Specialists and key business units to ensure high level customer service, including provision of accurate and detailed information
• Analyze data to report on varying trends
• Adhere to operations processing KPIs
• Record all work completed in Megaport's OSS/BSS systems

Benefits

• Competitive Compensation Packages
• Flexible working environments
• Birthday Leave
• Generous study and training program + 5 days paid study leave
• Additional Leave via Purchased Annual Leave Scheme
• Health and Wellness Program