Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
The Opportunity
The Government Assurance Engineer is responsible for the monitoring, operation, maintenance, and support of critical voice and IP network infrastructure within the Operational Command Centre.
The role ensures the availability, performance, resilience, and operational integrity of voice and IP-based services through proactive monitoring, incident management, fault diagnosis, service restoration, and change support activities. Operating within a 24x7 environment, the Government Assurance Engineer plays a key role in maintaining customer connectivity, minimising service impact, and supporting the delivery of reliable telecommunications, voice, and data networking services.
Working closely with Engineering, Customer Operations, Service Delivery, Carriers, Vendors, and Field Services teams, the Government Assurance Engineer supports operational excellence and service reliability across critical communications and network environments.
Please note: This is a full-time, permanent position based fully on-site within our Operations Command Centre located in the Melbourne CBD. Please note, this position works across shift work roster.
Applicants must hold current Australian citizenship status to meet governmental criteria for NV1 Baseline Clearance, which is essential for this role.
What you’ll be doing day-to-day
Voice and IP Network Operations
- Monitor and support voice infrastructure, IP network infrastructure, and associated services.
- Maintain service and network availability, performance, capacity, and resilience.
- Monitor alarms, events, and performance indicators using voice and network management tools.
- Identify and escalate service faults, network degradation, and operational risks.
- Support day-to-day operational activities across voice and IP platforms.
- Maintain operational awareness of planned and unplanned service and network events.
Fault Management and Incident Response
- Fault Management and Incident Response
- Investigate and troubleshoot voice, network, and service-related faults.
- Manage service and network incidents through to restoration and closure.
- Perform technical analysis to identify root causes and restoration actions.
- Escalate complex issues to senior engineers and specialist support teams.
- Support major incident management activities during service and network outages.
- Coordinate technical resources to minimise service disruption and customer impact.
- Ensure incident records and documentation are maintained accurately.
Service Restoration and Service Assurance
- Lead restoration activities for customer, service, and network-impacting incidents.
- Validate service recovery and confirm restoration outcomes.
- Monitor voice service and network performance against service quality metrics.
- Identify recurring faults and emerging service risks.
- Support proactive initiatives to improve service reliability and customer experience.
- Contribute to performance reporting and operational reviews.
Change and Maintenance Activities
- Support implementation of approved voice, network, and service changes and maintenance activities.
- Review change impacts and operational requirements.
- Participate in change execution, validation, and monitoring activities.
- Escalate risks identified during implementation activities.
- Support maintenance windows and planned outage activities.
- Ensure all changes are documented in accordance with operational processes.
Customer and Stakeholder Support
- Provide technical support for customer-affecting incidents and service issues.
- Coordinate with customers, carriers, service providers, vendors, and field teams.
- Provide timely updates on incidents, outages, and restoration progress.
- Support customer communications during service-impacting events.
- Build effective working relationships with internal and external stakeholders.
Operational Documentation and Reporting
- Maintain accurate incident, fault, and operational records.
- Update operational procedures, runbooks, and technical documentation.
- Contribute to post-incident reviews and lessons-learned activities.
- Produce technical reports and operational updates where required.
- Ensure documentation remains accurate and current.
Continuous Improvement
- Contribute to operational improvement initiatives.
- Support problem management and root cause analysis activities.
- Identify opportunities to improve service monitoring, network visibility, and operational efficiency.
- Assist with automation and service improvement initiatives.
- Participate in technical training and knowledge-sharing activities.
What you’ll bring to the role
- You are an Australian citizen, able to get the NV1 Clearance
- 3+ years' experience in Voice Operations, Network Operations, Service Assurance, Telecommunications Engineering, IP Engineering, Government Communications, or Technical Support environments.
- Experience within carrier, wholesale, managed services, Government, Emergency Services, or critical infrastructure environments.
- Experience supporting enterprise, carrier-grade, or mission-critical voice and IP network services.
- Experience troubleshooting voice and network incidents within production environments.
- Experience supporting SIP Trunking, Hosted Voice, Unified Communications, MPLS, Carrier Ethernet, or SD-WAN services.
- Understanding of SIP, VoIP, PSTN, routing, switching, and IP networking fundamentals.
- Experience working within a 24x7 operational support environment.
- Experience using voice and network monitoring and fault management systems.
- Strong customer service and stakeholder communication skills.
What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
- Diverse and dynamic teams with a supportive and inclusive culture.
- Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
- Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
- Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
- Study assistance programs to excel your personal growth, learning and development.
- Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.
Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.
With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
