NOC Technical Support Analyst

21 Dec, 21

Perth - Northern Suburbs & Joondalup
Information & Communication Technology - Networks & Systems Administration
Permanent - full time

Our Company 

Aqura is an industry leader in the provision of innovative technology solutions with a proven ability to deliver value-added solutions in challenging locations. We offer a complete in-house approach from strategy and planning through to technology implementation and optimisation. We contribute industry leading experience in the development of communication infrastructure for a wide range of industries.

The Opportunity

We are looking for a skilled and motivated ICT professional to join our technical team. You will be responsible for answering NOC calls, responding to trouble tickets and assisting end users with their enquiries and technical issues across a diverse mix of ICT networks and unified communications environments.

Key Responsibilities:

  • Identify, evaluate, and prioritise incidents, requests and queries to ensure that all calls are either resolved or escalated to meet both service levels and client expectations
  • Continually monitoring an ITSM ticket system and updating cases with latest status and communicating updates to both end users and other stakeholders
  • Perform first level troubleshooting of faults and issues with the objective of first call resolution by referring to a known errors knowledge repository
  • Perform second level troubleshooting of faults and issues by following a defined troubleshooting methodology and running diagnostic tests to gather and analyse results data for escalation and evaluation by other resolver groups
  • Install, configure, support, and maintain operating systems, and hardware and software components associated with the systems and technologies we support
  • Work with technology vendors and third-party service providers, e.g., Cisco, Mitel, Nokia, Ruckus, Calix, to understand system functionality, features and operation of supported environments

About You

  • 2+ years’ experience working in a similar ICT role
  • IP technology knowledge of router, switch, network and IP protocol concepts and components
  • Experience using ITSM products such as ServiceNow
  • CCNA, ITIL v3 and/or other vendor certifications is highly regarded
  • Strong experience and/or certifications with Mitel products is highly regarded
  • Strong ability to problem solve and apply to computer and network-related problems
  • Excellent written and verbal communication skills
  • Ability to multi-task, work under pressure and meet timelines
  • Meticulous and with strong attention to detail

What it’s like to work with us
Our people matter.  We challenge the status quo and encourage ongoing learning of new technologies to ensure our people maintain a technical edge.

You will feel valued and supported by your peers in our well-respected business support team.

We are conveniently located in Osborne Park, close to public transport and cafes.

Please note only suitable applicants with an unrestricted right to work in Australia will be contacted. Aqura does not accept unsolicited calls or applications from recruitment agencies.

Life at Aqura

Our people matter. We challenge the status quo and encourage ongoing learning of new technologies to ensure our people maintain a technical edge.

We are constantly developing new solutions based on emerging communications technology such as IoT and private 4G and 5G networks that will empower businesses to automate and optimise their operations.

You will feel valued and supported by your peers and be given the opportunity to make a real impact.