Digital Support Technician
vor 1 Monat
Digital Support Technician - Level 2 About Us Jemena is an Australian energy company that owns and operates over $11.5 billion worth of gas and electricity transportation assets across Australia, supplying millions of households and businesses with essential services every day.
About the role: The Digital Support Technician is responsible for providing comprehensive technical support to end-users, ensuring timely resolution of technical issues, and maintaining high levels of customer satisfaction. This role involves diagnosing and resolving a wide range of technical problems related to hardware, software, network, collaboration, and other digital services.
Level 2 technicians encompass all Level 1 responsibilities and, in addition to handling more advanced issues, perform system maintenance and updates, collaborating with other digital support teams to drive resolutions on moderate to complex issues.
Delivery of the support is virtual (phone, chat, video) and in person at major and minor metropolitan offices within the Group (Jemena/Zinfra); some regional site visits are required. This is an operational role with strict adherence to rostering to ensure delivery of services that meet business requirements.
Your responsibilities include: Technical support, troubleshooting, and request fulfillmentCustomer support and communicationKnowledge management and documentationAdvanced technical supportIntermediate to advanced enterprise support systems and toolsEscalation managementCollaboration and AV technologyProject involvement (as technical resource)Customer service skillsTicketing systems, preferably ServiceNowEnterprise IT systems and administration tools such as Active Directory, Entra, Intune, SCCMRemote support for both technical issues and user educationPrevious experience in both virtual and on-site technical supportTechnical experience: Advanced knowledge of Microsoft Windows Operating System and related core productivity appsOffice 365 managementAD, Entra, IntuneHardware fundamentals and component failure troubleshootingProficiency in network concepts and troubleshooting, and understanding of protocolsCertificate, diploma, or equivalent experienceIT terminology and cybersecurity principlesServiceNow ITSM or equivalentITIL v4 Foundation or equivalent experienceFundamental knowledge of Microsoft Teams and SharePoint and exposure to managementCollaboration technology, Crestron, Poly, Microsoft Teams RoomsAwareness of field-based applications with specific operational requirementsDevice preparation/setup and secure destruction regulatory or compliance standards understanding and obligations which impact end-user facing teams e.g., FIRB, SOCIWhy you should come and work for us Our people are our greatest strength and inspiration, so having various flexible working options, paid parental leave, and leave purchase plans amongst many other benefits are key foundational elements on which we have built our success. We are passionate about what we do and we are proud of who we are. Safety is the cornerstone of our organization, and respect for community and country is the keystone that locks in place our Group Values.
Diversity/Inclusion We understand and value the multiple strengths and contributions of a diverse workforce, the ability to hybrid where possible, and our Reconciliation Action Plan demonstrates our commitment to employment, business, and partnership opportunities with Australia's First Peoples. We actively encourage applications from Aboriginal and Torres Strait Islander Peoples.
When you join Jemena, you become part of our diverse, inclusive, and passionate team, where you can be your committed self.
Recruitment Process As part of Jemena's recruitment process, you will be required to undergo pre-employment checks.
Notice to Third Parties: Jemena does not accept unsolicited resumes (or liability associated with fees or costs) from recruitment agencies, search firms, or third parties. Interested candidates are welcome to submit their application independently.
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