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Technical Support Engineer - Granville

Apply now Job no: 498999
Work type: Permanent Full-Time
Location: Sydney - Granville
Categories: Tabcorp, Helpdesk & IT Support, Networks & Systems Administrators

Our Company

Tabcorp is a world-class diversified gambling entertainment group and an ASX50 company.  

In December 2017 we combined with Tatts Group and now operate the iconic brands Tatts, TAB, NSW Lotteries, Golden Casket, SA Lotteries, Keno, Sky Racing and Sky Sports Radio. We also deliver leading gaming services and products through Tabcorp Gaming Solutions, MAX and Ebet. 

Our 5,000-plus strong team is as diverse as Australia itself. Our people drive familiar brands which ignite passion and excitement in millions of Australians.

This leadership is reflected in who we are. If, like us, you’re a passionate, positive playmaker and you want to use your talent to create amazing outcomes, we’d love to hear from you.  

Role Summary

As the Technical Support Engineer you will provide technical support and management of Tabcorp’s Call Centre Technology infrastructure ensuring that capacity is available at all times to meet business requirements.

How you will contribute

Duties will include but not be limited to:

  • Support Call Centre technology including system administration, Maintenance, Integration, database programming and configuration, upgrades and installs. Undertake moves, adds and changes.
  • Carryout preventative maintenance programs.
  • Design solutions to meet client requirements in line with the business technology architecture. Work with project teams to install solutions.
  • Perform troubleshooting, diagnosis and timely resolution of problems.
  • Maintain documentation and awareness of the Call Centre technologies.
  • Repair/maintain peripheral equipment.
  • Build and maintain open and collaborative relationships with key stakeholders, based on trust and delivery
  • Act as SME for project teams, providing feasibility reports and cost estimations.
  • Work as part of small project teams, participate in projects, upgrades and enhancements.
  • Ensure the delivery of all programs of work meet compliance with relevant statutory and regulatory requirements regarding IT governance, processes, security and employees (including health and safety).
  • Provide outstanding customer service and experiences, own and act on issues effectively and efficiently. Strive to exceed customer expectations.

Our Ideal Person

  • Accredited tertiary qualifications in a relevant field.
  • Drivers licence
  • Australian Communications Authority Cabling Licence (nice to have).
  • 5+ year’s commercial experience in a Call Centre Support, Voice Engineering or Telecommunications role
  • Electronics knowledge, to assist in repairing peripheral devices (nice to have).
  • Sound Knowledge in call centre telephony technologies: Automatic Call Distribution (ACD) systems, Interactive Voice Recognition (IVR), Natural Language Speech Recognition (NLSR), Computer Telephony Interface (CTI), call routing, intelligence queuing.
  • Sound knowledge of the various carrier services and their use (including the requisition and support of services and equipment).
  • Sound knowledge and experience in voice network design, traffic analysis and dimensioning. Experience installing and configuring ACD systems. An appreciation of VOIP.
  • Good knowledge of industry standards and government regulations relevant to telecommunications.
  • Strong knowledge of operating systems. Windows, Solaris, Linux, Citrix, MIS, Work Force Management (WFM) administration.
  • Proven ability to deliver quality service/outcomes in a fast pace and challenging environment.
  • Detailed knowledge of gambling and entertainment industries (nice to have).

When you join our team you’ll be able to take advantage of a range of benefits including flexible working arrangements, leadership and development programs and community programs that make Tabcorp the best in class!

Tabcorp is committed to creating an inclusive workplace where all our people feel valued for their unique qualities and have a sense of belonging. If you need assistance or adjustments to fully participate in the application process, please contact tabcorprecruitment@tabcorp.com.au

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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