Technical Support Representative

7 days ago

London, United Kingdom Symbio Full time

Company Description

Symbio (ASX: SYM) is a software company changing the way the world communicates.

Headquartered in Sydney, Symbio powers billions of calls and messages each year, owns networks in 3 countries and employs over 450 staff worldwide.

**Job Description**:
The Technical Support Representative is responsible for maintaining and rectifying all faults, performing network traffic management and network monitoring for our customers. You will report to the Team Manager and you will be expected to work on a **work on a shift** **roster.**

This role is to ensure the Symbio brand is highly regarded in the domestic and international market by managing incidents and outages end-to-end in accordance with ITIL best practices and appropriate service level agreements/targets. This will ensure we deliver an exceptional customer experience, by providing our customers with a single point of contact and support to minimise service downtime.

**Work location is Reading or London however you will have the flexibility to work from the office and from home.**

**Qualifications**:
**What you'll need to succeed**:

- Minimum 2 years’ experience in the Telco industry with knowledge in fault resolution processes and contact centres
- Product & Service knowledge in Voice Carriage, SIP/RTP, Mobile & Fax/Landline
- Excellent troubleshooting / problem-solving skills with the ability to multi task and learn new technology quickly
- Sound knowledge of IP technology such as IP/MPLS VPNs, BGP, OSPF, EIGRP, RIPv1 & V2, CCNA & CCNP is desirable
- Understanding of UNIX & MySQL
- Willing to develop professionally, learn and support other technology
- Exceptional customer service skills with a professional phone manner
- Excellent written & verbal communication skills.
- Experience working in an ITIL environment
- Team player - good interpersonal skills
- Ability to think outside of the box, and demonstrate strong problem-solving skills

**What's it like to work here?**

We strive for a healthy, inclusive and flexible workplace. We nurture diversity, continuous learning in the latest technology and thinking. Innovative benefits include parental leave for mums and dads, remote working.

If this sounds like the next great step in your career, we'd love to hear from you.

Additional Information
**Life at Symbio**

Symbio is committed to a strong culture that is diverse and inclusive and we encourage our employees to bring their whole self to work.

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee’s happiness, health and wellbeing is important at Symbio. We provide all employees with flexible working options to ensure that work doesn’t compromise life outside Symbio and also supports their wellbeing. We regularly enhance our employee benefits such as an employee share gift plan, paid birthday leave, up to 12 weeks paid parental leave for both parents as the primary carer, reward and recognition programs and social clubs.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.

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