Associate, IT Customer Services

L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

L3Harris is the Trusted Disruptor in defense tech. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

About the role

The IT Support Officer functions as the primary contact for employees seeking IT resolutions in the IT Help Desk queue. In this role, you would prioritise incoming incidents and requests through various channels, including phone, email, walk-in, and chat, aligning with the ICT Service Level Agreement. The position involves the installation, deployment, maintenance, and troubleshooting of a diverse technology environment, encompassing Microsoft Windows 10 Workstations, Video Conferencing Technology, and Mobile Devices.

As an entry-level professional, the role necessitates a solid theoretical understanding of the job. The IT Support Officer operates under general direction and guidance, adhering to established processes for non-routine tasks. Effective communication within the team is crucial, entailing the explanation and interpretation of information. Additionally, you would actively contribute to changes in work routines, participating in the evolution of systems and processes. The overarching goal is to work towards achieving operational targets that have a meaningful impact on team results.

What the role will involve

The responsibilities of your role will include the following:

• Providing first-level technical support via phone, email, and chat, ensuring prompt resolution of customer issues.

• Managing service levels (SLAs), monitoring response times, and escalating issues as needed to meet service level objectives.

• Creating and maintaining Knowledge Base Articles (KBAs) to expedite the resolution time of common issues.

• Documenting all customer interactions accurately and thoroughly in our service desk ticketing system (ServiceNow).

• Following established procedures and protocols for troubleshooting and resolving customer issues.

• Actively participating in team meetings and training sessions to stay updated on new products and services.

• Identifying and implementing opportunities to enhance processes and procedures in collaboration with management.

• Collaborating with team members and support teams to ensure the highest level of customer service and technical support.

• Monitoring and responding to alerts generated by monitoring systems, escalating to the appropriate team when required.

• Providing proactive updates to customers on the status of their tickets and following up as needed to ensure full issue resolution.

• Identifying trends and patterns in customer issues, collaborating with support teams to address underlying issues and enhance overall service quality.

• Contributing to process improvement initiatives and working with management to implement changes for improved service quality and efficiency.

• Participating in incident response and problem management activities, collaborating closely with other teams to investigate and resolve complex technical issues.

• Configuring and troubleshooting hardware devices, providing technical support to users.

• Imaging and deploying workstations, mobile phones, and other peripherals.

• Conducting inductions for new employees joining the organization.

• Liaising with suppliers for RMA and support requests for ICT Software and Hardware.

• Handling procurement of Hardware and Software.

• Escalating issues to Tier 3 support where appropriate.

What you’ll bring

The role requires the following experience and skills:

• Diploma of IT – Networking or equivalent

• Strong technical knowledge of hardware, software, and network infrastructure.

• Strong technical Knowledge of RSAT, MS Azure, O365 and Windows operating systems.

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical abilities.

• Strong knowledge of ITSM Best Practices

• Certifications such as ITIL, CompTIA A+ and Microsoft Certified Systems Engineer (MCSE) will be an advantage.

Other requirements

• Highly motivated self-starter with a "can-do attitude," demonstrating initiative, ownership, and accountability for assigned tasks.

• Exhibits the highest level of professionalism, reflected in punctuality, meticulous attention to detail, and the ability to thrive in a fast-paced environment.

• Australian Citizenship is a prerequisite.

• Eligible to obtain an NV1 Australian Defence Clearance.

A few of our employee benefits are:

• An additional week of leave per annum plus the option to buy or sell up to 2 weeks additional annual leave.

• Salary continuance insurance (SCI pays 75% of your base salary and bonus for up to 2 years)

• Flexible working hours and patterns depending on location

• Discounted private health insurance

• Life & Total Permanent Disability Cover

• Novated Car Leasing

• Company supported professional development programs

• Retail Reward programs

• 9 day fortnight working pattern

Important to know

Due to the nature of our work many our roles require an Australian citizenship and will require the successful candidate to successfully apply and hold an Australian Defence Security Clearance and/or be assessed to work with ITAR information. Please answer the pre-screening questions upon applying for this assessment.

For more information or a confidential discussion, please contact our Talent Acquisition team at **************************** (opens in new window)

L3Harris respectfully requests no agency submissions at this time.

As an equal opportunities employer, L3Harris is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.