Canberra, Australia
Hybrid
Job Summary
The Opportunity
This is an opportunity to work within one of Australia's most complex and mission-critical communication environments. You will collaborate with Defence stakeholders, engineering teams and service delivery specialists to support, troubleshoot and optimise Unified Communications and Video Teleconferencing services. Working across Poly, Pexip, Cisco and Microsoft collaboration technologies, you will contribute to operational stability, service excellence and continuous improvement.
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You can be based either in Canberra, Adelaide, Sydney, Melbourne or Brisbane.
A minimum Active NV1 clearance is essential to be considered for this role.
Key Responsibilities
Provide operational support and assurance for Unified Communications and Video Teleconferencing environments.
Monitor, diagnose and resolve incidents while meeting agreed service levels and restoration targets.
Maintain and support Poly, Pexip, Cisco and Microsoft collaboration platforms and related infrastructure.
Investigate complex technical issues, complete root cause analysis and implement permanent fixes to reduce recurring incidents.
Manage service requests, customer enquiries and technical escalations with clear and timely stakeholder communication.
Support operational readiness and acceptance activities as new or changed services transition into business-as-usual operations.
Maintain accurate system records, operational documentation, support procedures and knowledge articles.
Collaborate with Defence, Engineering, Change Management and Service Delivery teams to improve service performance and customer outcomes.
Identify opportunities to automate activities, reduce manual effort and improve operational efficiency.
Ensure compliance with Defence, Telstra, security, safety and governance requirements.
About You
You are a customer-focused technical professional who applies sound judgement, structured problem solving and personal accountability in a complex operational environment. You communicate clearly, remain effective when priorities change and take ownership of delivering reliable outcomes.
Essential experience and capabilities
Experience as a Systems Administrator, Network Engineer, Unified Communications Engineer or similar technical specialist in a complex ICT environment.
Hands-on experience supporting Unified Communications, Video Conferencing or enterprise collaboration technologies.
Knowledge of Microsoft Server operating systems and experience with VMware.
Experience using Jira and Confluence in an operational or technical support environment.
Exposure to F5 networking infrastructure.
Strong incident management, customer support and technical problem-solving skills.
Ability to manage competing priorities and deliver work within agreed service levels.
Highly desirable
Experience working within Defence or another secure, large-scale enterprise ICT environment.
ITIL Foundation or Practitioner certification.
Experience with Poly RealPresence, Pexip, Microsoft Skype for Business, Cisco CMM/TMS, AMX RMS or equivalent collaboration platforms.
Linux system administration experience.
Experience supporting operational service management processes and continuous service improvement.
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