L3 Engineer (Unified Communications) - South Bank, QLD
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Job no: 520854
Work type: Full time, Hybrid
Location: Queensland
Categories: Information & Technology
Hello, Hej, 你好, Salut!
At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel!
As the Level 3 Engineer you'll facilitate the technical build and support of Telephony and Contact Centre technologies across Enterprise Technology Services (ETS). The team operates within an environment based on industry best practices for Service Management with ITIL being the framework to achieve this; the team works together in unison with internal customers to achieve shared goals and business outcomes.
This position is based within the Unified Communications Team which is part of the ETS division of the FCTG, if you would like to be part of the team that provides support and delivery of ICT services to businesses globally, please apply!
Day in the life:
- Prioritise, classify, investigate, and diagnose incidents or faults affecting users
- Analyse, plan, deploy and test requested adds, moves, and changes within the applicable SLA frameworks Provide regular updates on customer tickets to ensure our customers are kept informed throughout the ticket resolution lifecycle
- Manage all internal and external relationships in the best interests of our customer
- Maintain up to date, clear and concise ticket notes
- Coordinate and manage all aspects of the upstream carrier relationships for incidents affecting scoped services including the escalations
- Maintain high levels of technical competency through continued learning and application of relevant research, training, self-study, and certification
- Establish, maintain, and improve operating procedures and associated documentation
- Assist delivery teams with provisioning, installation, configuration and rollouts of new or existing services to FCTG businesses globally
- Assist project and development teams to test troubleshoot and provide feedback for new products and services
- Provisioning of Physical or Virtual infrastructure
- Updating or upgrading of existing solutions
- Analysing existing systems and operations and developing preventative maintenance strategies
- Offer 3rd level support to implemented solutions
You'll be perfect for the role if you have:
- Proven experience in communications management including IP Telephony development and administration, using leading technologies within a large organisation with geographically disperse sites.
- Demonstrable high level of technical expertise with Voice Technologies
- Experience working in a troubleshooting environment focusing on time critical and customer impacting challenges.
- Experience within the Genesys Cloud environment
- Experience with the following platforms: Cisco Voice platforms, Nice CXone and Vonage
Office hours: Normal, but with flexibility as this role is supporting Global customers
What you'll enjoy
- Tick destinations off your bucket list with our discounts on travel and accommodation
- Employee Share Scheme through Equate Plus
- Access to in-house financial and health services, internal 24/7 gym and End-of-Trip Facility
- Receive ongoing training and professional development
- Closing the Gender Gap in Super Balances! FCTG paid super contributions during parental leave & top up payments when Flightie parents return to work for the first 2 years!
- Preference for internal progression through Brightness of Future
- Global career opportunities in a network of brands and businesses at your fingertips
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs
- Opportunity to attend global awards events, including Global Gathering (Las Vegas 2022, Bali 2023 and Lisbon 2024)
- Various social events to promote networking, the celebration of wins, and sometimes just for fun!
Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.
Since our beginning, our vision has always been to open up the world for those who want to see.
As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).
We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.
We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.
Irreverence. Ownership. Egalitarianism
#LI-K#LI-KC1 #LI-HybridC1
Advertised: E. Australia Standard Time
Applications close: E. Australia Standard Time
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