Telephony Technical Officer | Burwood East

Telephony Technical Officer

Posted on 14-Jun-2019
Application Close Date: 28-Jun-2019
Burwood East
Position Type:
Fixed Term - Full Time
Job Reference:
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About ESTA

ESTA is the critical link between the Victorian community and the state's emergency services agencies and it partners with the agencies to improve service delivery to the community. It provides Victoria's 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES and manages the provision of advanced, operational communications for police, ambulance, fire services and the SES. Its vision is to be a high-performing team trusted by the community and our partners to deliver the right emergency response. And its central goal is to save lives and prevent harm through speed and accuracy in emergency operations.

ESTA is currently implementing its Integrated Strategic Plan (ISP2023) setting ESTA's strategic direction, including a technology uplift and enablement.

About the role

An opportunity exists for an experienced individual to join our Managed Services Team as a Telephony Technical Officer. The role of Telephony Technical Officer supports the Telephony Systems Manager with the management of day-to-day telephony/omni channel fault rectification, changes and general telephony issues.

The variety and challenge in this role will come from the following duties:

  • Respond to day to day Telephony faults and changes
  • Liaise with contracted vendors when required to provide high-level service across ESTA
  • Manage changes to the telephony channel environment with all stakeholders
  • Contribute to 000 business continuity by maintaining live telephony services
  • Prepare high quality reports and presenting findings in regards to ongoing delivery and performance of the telephony service
  • Analyse and research emerging issues or potential risks

The position will require some work out of normal business hours for either planned or on call duties. The role will also be expected to step into the role of Telephony Systems Manager when required.

About you

To be considered for this fantastic opportunity, you will have the following:

  • Telecommunications experience, preferably with Genesys &/or NEC exposure or relevant industry experience
  • Self-starter approach who can work with minimal supervision and be accountable for actions and outputs in a critical emergency environment
  • Service Now and Cisco/Jabber/MS Lync/MS teams experience would be advantageous
  • Call Centre experience or work in a similar environment is desirable
  • The successful applicant must satisfy the National Police Records Check

What we can offer you

  • A job that's challenging and exciting
  • A role that makes a vital contribution to the Victorian community through a high-performance workforce
  • Belong to a connected and highly supportive team
  • Competitive pay and benefits
  • Flexible working arrangements to work around our business needs and your lifestyle

How to Apply

Applicants should prepare a statement outlining their expression of interest along with their resume. This statement should outline why you are interested in the role as well as addressing the selection criteria outlined in the position description.

Click the 'apply' button to be taken to ESTA's online application portal.

Applications will close at midnight on Friday 28th of June 2019.

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