Technical Support Specialist (Onsite)

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. We’re a lean, high-achieving team made up of over 300 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.

The Role

This role is responsible for supporting the Megaport customer base in addressing technical issues, account issues, and general inquiries via phone and web-based support platforms. 

True to the nature of customer service, the role is dynamic and fast-paced, offering many opportunities for career development. The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will have strong written and verbal communication skills to foster positive customer interactions and relationships. They will enjoy working in a friendly, supportive team that encourages collaboration. 

As an internal customer advocate, the successful candidate will work closely with global teams to resolve customer requests efficiently. Including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems. 

The role is exposed to challenges and demands involved in a rapidly expanding global network.

Please note, this role is a 6-month fixed-term contract with the intention to start as soon as possible. 

What you will be doing

• Providing high-quality customer service.
• Managing multiple customer communication channels.
• Meet or exceed customer support KPIs and SLAs. 
• Adhering to operating procedures and policies.
• Thoroughly document work using relevant systems/software.
• Troubleshoot network, portal, and account issues using various tools.
• Prioritise first contact resolution and manage customer communication until resolution.
• Identify opportunities for customers to optimise their services.
• Think outside the box to achieve the best outcome for our customers.
• Manage requests from vendors, suppliers and other business units.
• Provide accurate and detailed information on unresolved incidents as the interface with key business units, customers, and management.

What we are looking for

• Understanding of fundamental networking and software concepts.
• CCNA/JNCIA with work experience in network incident resolution or network infrastructure is highly desired.
• A passion for innovation and technology. 
• Fluent in English, with excellent written and verbal communication skills.
• Comfortable working with internal and external stakeholders to deliver exceptional customer service. 
• Ability to work autonomously within a globally dispersed team environment. 
• Strong work ethic.
• Strong problem-solving skills, comfortable thinking outside the box to deliver solutions quickly. 
• Confident in communicating, troubleshooting, and escalating complex technical problems. 
• High attention to detail.
• Solution focus and a keen interest in process improvement.

What we offer

• Birthday Leave
• Generous study and training allowance + 5 days paid study leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with ‘Legend’ and ‘Kudos’ Awards
• Health and wellness program

If you have any questions, please reach out to Megaport's Talent Acquisition Team at [email protected]

NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team [email protected] directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".

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. Strictly no Recruitment Agencies.