Senior Technical Support Specialist

About Flip

Flip is focused on making connectivity straightforward, dependable, and low-stress for customers across Australia. The company delivers telecommunications services with a strong emphasis on attentive support, practical solutions, and putting the customer experience first.

Role Overview

As a Level 2 Technical Support Specialist, you will handle more complex service issues and help maintain a high standard of reliability for customers. The role covers advanced troubleshooting and technical support for NBN, internet, VoIP, and mobile services, while working with Level 1 Support, Network Operations, and Engineering teams to close escalated incidents effectively.

You will investigate difficult faults, determine the underlying cause, apply technical fixes, and ensure customers receive a smooth, professional support experience.

Key Responsibilities

You will provide advanced support through phone, email, and ticket-based channels, take ownership of escalated cases, and keep customers informed throughout the resolution process. The role also involves analysing faults, documenting work thoroughly, coordinating with internal and external teams, and helping improve support processes and knowledge resources.

Advanced Troubleshooting

This position requires in-depth investigation of internet, NBN, VoIP, and mobile issues. You will diagnose connectivity and performance faults, work through modem and router problems, assess Wi-Fi interference, resolve LAN/WAN issues, and troubleshoot IP addressing, DHCP, DNS, routing, NBN line performance, VoIP registration, and equipment compatibility concerns. You will also review service logs, network data, and diagnostics to pinpoint root causes using a structured approach.

Incident and Problem Management

You will manage escalated incidents from first identification through to final resolution, making sure tickets are handled within SLA requirements. Accurate case notes, root cause analysis for repeat issues, and opportunities to reduce recurring faults are all part of the role.

Escalation and Collaboration

The job involves acting as the bridge between Level 1 Support and more advanced technical teams. You will liaise with Network Operations, Engineering, and third-party providers, sharing complete troubleshooting history and technical detail when escalating. You will also track progress on escalated matters and remain accountable for the customer outcome.

Technical Knowledge and Support Improvement

You are expected to maintain strong working knowledge of NBN technologies, networking basics, broadband services, and telecom systems. You will contribute to internal knowledge articles and troubleshooting documentation, guide Level 1 team members, spot support trends, and assist with testing and implementation of technical changes where needed.

Customer Education

A key part of the role is translating technical issues into simple, customer-friendly explanations. You will recommend ways to improve service quality and reliability, share guidance on equipment setup and troubleshooting, and direct customers to self-service resources when appropriate.

Required Experience and Skills

Applicants should bring prior experience in Level 1 technical support, service desk, or telecommunications support. Hands-on troubleshooting experience with NBN, broadband, VoIP, and networking issues is important, along with a solid understanding of TCP/IP, IP addressing, DNS, DHCP, and Wi-Fi. Experience using ticketing systems and incident management workflows is also required, as well as strong analytical ability, clear communication, multitasking skills, and a proactive, accountable work style.

Desirable Experience

Additional advantages include experience with NBN service providers or telecom networks, knowledge of carrier fault and escalation procedures, familiarity with network monitoring or diagnostic tools, understanding of routing, VLANs, NAT, and firewall concepts, and previous experience mentoring junior technical staff.

Work Location

This is a full-time onsite position based in Sydney, New South Wales, Australia.

Additional Information

No stipend or salary figure was provided in the source listing. No vacancy count, start date, application deadline, or eligibility restrictions were specified.