Network Support Specialist at Megaport

Network Operations, Full-time, Brisbane brisbane support full-time
Posted 28 days ago

The Role
Reporting into the Network Support Services Manager, this role will be responsible for working with the Customer Support Specialists to support the Megaport customer base addressing technical issues and account issues; working with internal teams to proactively resolve customer concerns; monitor and report on the state of a global production network.  The successful candidate will be working closely with global staff where you’ll have exposure to the challenges involved in rapidly building a global network. This is a great opportunity for career growth and development and to gain exposure working in a leading global Network as a Service environment.

About Megaport
Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange with a market cap exceeding $2 Billion. We’re a lean, high-achieving team made up of over 230 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.

Our Team Culture
Join a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.

What You Will Be Doing

  • 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 of 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 a variety of 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 Megaports OSS/BSS systems.
  • Potential for on-call work as our customers need consistent, rapid, global coverage.
  • What We Are Looking For

  • 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.
  • Scripting / coding experience will be highly regarded.
  • What We Offer

  • Flexible working environments
  • Birthday Leave
  • Generous study and training allowance + development opportunities
  • Share Scheme
  • Creative, fun, and contemporary workspaces
  • Motivated team of industry experts and new talent
  • Celebrated and recognized success with Megaport’s very own ‘Legend’ and ‘Kudos’ Awards
  • Health and wellness program
  • Opportunities for career growth and potential for global intra-company transfers for interested candidates
  • All applications will be treated in confidence. 
    Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it.  Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions.
    Candidates who meet the selection criteria will be invited to attend an interview.