Position
The Connectivity Technician is a full-time role and will be part of the Provisioning and Service Delivery team.
Location
Based in our offices in Sydney, Australia.
Overview
This dual-role position combines the responsibilities of both a Network Operations Centre (NOC) Technician and a Data Centre Smart Hands Technician. The successful candidate will provide 24/7 operational support for network infrastructure and customer connectivity services, while also delivering on-site technical assistance within the data centre environment. This role is essential to maintaining high service availability, ensuring timely incident resolution, and supporting a strong customer experience across both network and data centre operations. It focuses specifically on data centre connectivity services, NOC operations, and Smart Hands support. The role does not include primary responsibility for facilities management tasks such as electrical, HVAC, or structural maintenance, though a basic understanding of these systems is expected to assist the on-site facilities team when required.
Key Responsibilities
The Connectivity Technician has the following key responsibilities:
NOC Responsibilities:
- Monitor telecommunications and DCN networks, services, and system logs using network management platforms to identify and address incidents in real-time.
- Serve as the first and second level technical contact for fault reporting and service inquiries from customers, internal teams, third parties, and vendors via phone, email, and ticketing systems.
- Troubleshoot and escalate faults involving transmission systems, routers/switches, PFE, servers, security, and facility-related equipment.
- Manage provisioning and service delivery activities in coordination with the Service Delivery Manager.
- Coordinate with local landing station teams, fiber operations managers, and third-party providers.
- Produce incident reports, shift handover notes, and maintain system documentation and network logs.
- Contribute to maintaining NOC operational tools, procedures, and documentation.
- Support internal Engineering and Project teams as needed.
Smart Hands / Data Centre Technician Responsibilities:
- Perform on-site support tasks such as equipment installation, cable patching, labelling, and decommissioning in accordance with MOPs and customer requests.
- Support structured cabling (fibre and copper), device racking/un-racking, hardware replacement, and cross-connects within customer and network racks.
- Ensure real-time updates to asset inventories, cabling records, and ticketing systems.
- Escort and assist customer/vendor engineers as per access requests and security protocols.
- Provide hands-and-eyes support, diagnostics, and equipment status verification upon request.
- Perform visual checks for environmental conditions and alert on physical facility concerns (excluding direct facilities maintenance tasks).
- Ensure all tasks are logged, documented, and closed in line with SLA requirements.
Required Qualifications & Experience:
- Diploma or Degree in Telecommunications, Information Technology, Electronics, or related field.
- Minimum 2+ years of experience in NOC, Data Centre, or Telecommunications support environment.
Hands-on experience with:
- Network monitoring tools and alarm/event correlation systems.
- Previous experience using ITSM/ticketing platforms (e.g. Jira, ServiceNow).
- IP networking (Cisco, Juniper, etc.), Optical transmission equipment (DWDM/SDH).
- Server and IT hardware support, working knowledge of Linux/Unix and Windows OS.
- Data centre operations (especially Smart Hands or Remote Hands support).
- Fibre optics and structured cabling standards (TIA/EIA).
- Fibre and copper cabling (installation, tracing, and testing).
- Physical layer troubleshooting and patching (ODF, MMR, rack-to-rack)
- Good working knowledge light source, power meter, OTDR, EXFO or any test equipment.
- Working with colocation facilities (Equinix, TM One, VADS, NTT, etc.)
- Fluent in English (written and spoken); able to produce technical documentation
Certifications (Preferred but Not Mandatory):
- Cisco Certified Network Associate (CCNA)
- Certified Data Centre Technician Professional (CDCTP) or equivalent
- CompTIA Network+, ITIL Foundation
- FOA Certified Fiber Optic Technician (CFOT) or similar
Key Competencies:
- Strong diagnostic and troubleshooting ability
- Excellent communication and customer service skills
- Attention to detail and adherence to change management processes
- Ability to work independently under pressure and as part of a global team
- Willingness to work rotating shifts (24×7) including nights, weekends, and holidays
- Commitment to safety, security, and operational compliance
