Digital Support Technician - Level 2 - Regional Vic - Traralgon

The Digital Support Technician 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 responsibility and in addition to handling more advance issue perform system maintenance, updates, collaborate 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 regional sites. The site visits are required to regional offices within the Group (Jemena / Zinfra) This is an operational role with strict adherence to ensure delivery of services which meet business requirements.

• These roles are located in regional Victoria. Locations are Traralgon & Wangaratta.
• You will need to travel from one site to another for face-to-face support. A vehicle will be provided. These roles are located onsite 5 days a week. You will need to manage and plan your time accordingly.
• Full clean driving licence required
• Your responsibilities include
• Technical support, Troubleshooting, and Request fulfilment
• Customer support and communication
• Knowledge management and documentation
• Advance technical support
• Intermediate to advance enterprise support systems and tools
• Escalation management
• Collaboration and AV technology
• Project involvement (as technical resource)
• Customer service skills
• Ticketing systems preferably ServiceNow
• Enterprise IT systems and administration tools such as Active Directory, Entra, Intune, SCCM
• Remote support for both technical issues and user education
• Previous experience in both virtual and on-site technical support.
• Technical experience
• Advanced knowledge of Microsoft Windows Operating system and related core productivity apps.
• Trouble shotting experience with Citrix
• Office 365 management
• AD, Entra, Intune
• Hardware fundamentals and component failure troubleshooting
• Proficiency in Network concepts and troubleshooting and understanding of protocols.
• Certificate, diploma or equivalent experience
• IT terminology and cybersecurity principles
• ServiceNow ITSM or equivalent
• ITIL v4 Foundation or equivalent experience
• Microsoft Teams and SharePoint fundamental knowledge and exposure to management
• Collaboration technology, Crestron, Poly, Microsoft Teams Rooms.
• Device preparation / setup and secure destruction Regulatory or compliance standards understanding and obligations which impact end-user facing teams e.g. FIRB, SOCI
• Why 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 organisation and respect for community and country is the keystone that locks in place our Group Values.

• Diversity / Inclusion

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.

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