Application ends: July 31, 2024
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Job Description

It’s an exciting time to be part of BAI Communications. As a leading communications infrastructure provider, our technical excellence is sought after around the world. Building on our ground-breaking achievements, we continue to expand our operations, helping connect people, support communities and advance economies.

In Australia BAI operates one of the most extensive broadcast networks in the world across 752 sites in Australia. We provide 1,985 fully managed television and radio broadcast services, delivering 126 million broadcasting hours to 99% of the population and provides tower and fibre co-location services for mobile network operators, service providers, enterprise, and public sector customers. In Australia’s harsh environment, our network allows Australia’s public national broadcasters to maintain connection with Australians through floods, bushfires, cyclones and other natural disasters.

This role is based at our Service Management Centre (SMC) which is the central point of broadcast service and network management for BAI Australia. This facility is in Gore Hill and provides real-time monitoring of individual sites and the associated services for both analogue and digital broadcasting. Managing more than 3,000 TV and radio services from over 750 sites around the country, the SMC is vital to ensuring network longevity, service reliability and optimal operational performance to support the services of BAI Australia’s customers.

This role reports to the SMC Service Operations Team Leader and has primary responsibility for maintaining service availability for television and radio broadcast services. Remotely monitoring the BAI network, you will identify fault types, implement corrective actions, and ensure strict escalation procedures and protocol compliance.

This is a 12-hour shift role (6.30-6.30) on a 2/ rotating roster 4 on/4 off)

Key responsibilities will include:

  • Monitor and record events impacting transmission sites/services across Australia using our Network and Fault Management Systems, as well as live off-air monitoring.
  • Troubleshoot network alarms, initiating resolution via remote control and/or communicate fault conditions to the field teams, as well as other internal and external stakeholders.
  • Be proficient in the use of the Network Monitoring System (DataMiner) and Fault Management System (Remedy).
  • Collate performance reports competently on major faults and outages.
  • Process reception complaints promptly to ensure timely diagnosis and resolution of network issues.
  • Provide associate assistance to the Service Management and Analytics and Assurance Teams.
  • Process emergency Planned Outage requests.
  • Process emergency Site Access requests.
  • Assist with documenting post-incident reports (PIR) and service management functions.


  • Demonstrable experience in a customer service focused operational environment.
  • Strong written and verbal communication skills.
  • Able to manage multiple demands and events while maintaining a high level of quality.
  • Able to analyse complex information, think systematically, probe for clarity, produce solutions, and make judgements.
  • You are highly collaborative and thrive on working with team members, field staff and suppliers to resolve problems.
  • Proficiency in the use of the Event Management Systems (DataMiner) and Service Management Platforms (Remedy or ServiceNow) will be highly regarded.
  • Experience with Broadcast/Network Management systems in an operational environment is desirable.
  • ITIL certification is preferred but not mandatory.
  • Trade qualification in Electronics and/or Communications will be considered.

At BAI, we embrace difference, and we welcome applications from people of all backgrounds, ability and members of the LGBTQIA+ community.

We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI.

Some of the reasons you should consider working with us include:

  • Our people and a genuine sense of inclusion and belonging with a dedicated Diversity, Equity and Inclusion strategy, Champion Network, membership with the Diversity Council of Australia and access to resources and events.
  • A focus on personal and professional development with an established performance framework and access to LinkedIn Learning.
  • Access to flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave and charity and volunteer leave.
  • A wellbeing agenda that includes access to health insurance, life, TPD and salary continuance insurances as well as an Employee Assistance Program and regular health care checks
  • Rewarding high performance through a Performance Recognition Scheme and peer recognition program
  • Discounts with a number of companies including DELL, Sixt, Microsoft and Novated Car Leases through SG Fleet
  • We love that many of our new hires find their way to us via our Referral Program. This speaks volumes about our culture; and the fact that the employee is compensated is just a great by-product!

Want to learn more? Hit apply now!

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