End User Support

ConnectEast is the owner and operator of EastLink, Melbourne’s largest tollway network. EastLink is one of Melbourne’s busiest and safest motorways. About the role We’re seeking a Cisco Certified End User Support professional to join our growing Information Technology team at EastLink, with a particular focus on telephony infrastructure. This role centres on providing technical support for Cisco WebEx Contact Centre, WebEx Calling, and WebEx digital channels, ensuring seamless operation and integration across all departments. In this role, you will (but not limited to) Telephony Maintain, update, and test telephony and IVR systems, ensuring smooth functionality Analyse system performance, recommend improvements, and resolve technical issues with vendors. Act as the main contact for telephony/Webchat, maintain IT knowledge, and support mobile device management Log support & changes tickets with Telephony vendor as required while maintaining a good working relationship. Cisco certifications in areas such as WebEx Calling, WebEx Contact Centre, or WebEx Digital Channels. (For example: The Essentials of Webex Calling (CLWXCALL), Administering Cisco Contact Centre Enterprise (CCEA), and others.) Desktop Install, configure, and troubleshoot operating systems, software, hardware, and network connectivity; provide remote support when needed. Manage security technologies (firewalls, antivirus, encryption) and support cloud platforms like Microsoft Azure for integration and troubleshooting is preferred but not mandatory. Use SQL, Power BI, and other tools to gather, analyse, and interpret data from IT systems is preferred but not mandatory. Responsibilities Prepare ad-hoc and standard reports, provide data to vendors, and maintain accurate records of changes. Assist with requirements gathering, system changes, test plan execution, and defect management. Support planning and rollout of new technologies, develop procedures, and determine resolutions for assigned issues. Monitor IT systems and applications to detect potential risks early. Promptly elevate identified risks to management for action. Work with staff to implement corrective actions and prevent financial KPI penalties. Qualifications Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). Cisco WebEx certification is required. Experience Over 3 years’ experience in IT end user support roles, including hands‑on expertise within telephony environments. Proficiency in desktop support, networking technologies (CCNA), and common software applications. Strong understanding of protocols and configurations (TCP/IP, DNS, DHCP, VPN) for seamless connectivity. Ability to analyse issues, evaluate options, and implement effective solutions. Skilled in fast‑paced environments and handling high‑volume, customer‑focused systems. What we can offer you A nurturing environment allowing employees to grow and develop within an inclusive environment. Free counselling services through the Employee Assistance Program. Micro market, including free espresso coffee and fruit. Access to ConnectEast’s Wellbeing program, including morning teas, onsite massages, and fitness program. Ready to apply? In your application, please highlight relevant skills and experience that you can bring to this role. Important information Appointment to this position is subject to a National Police Clearance and your eligibility to work in Australia. If this role sounds of interest to you, please refer to the Employee Information Kit at for more information. To be considered for this role applications must include a cover letter and current resume submitted prior to Close of Business on 19th December 2025. No Agencies – ConnectEast does not accept unsolicited agency referrals. Be careful – Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr