Digital Support Specialist

Jemena; Sydney; On-site; AUD 70,000 - 110,000; Full time

Job summary

Jemena in Australia is seeking a Digital Support Specialist to deliver hands-on end-user support across hardware, software, and Microsoft environments, with a focus on reliable, user-friendly technology.

You will mentor junior technicians, contribute to incident management, and help design better working methods while traveling between corporate offices and regional sites.

This role emphasizes collaboration, ITIL practices, and improving the digital employee experience.

Qualifications

• Advanced end-user technical support in enterprise environments.
• Strong Microsoft ecosystem expertise (on-prem and Azure).
• ITIL v4 Foundation or equivalent practical experience.
• Networking fundamentals and troubleshooting.
• Android OS and MDM solutions.
• Collaboration technologies and modern workplace tools.
• Experience mentoring or guiding others.

Responsibilities

• Provide expert level support across hardware, software, Microsoft environments, networking, mobility, and collaboration tools
• Resolve complex technical challenges with clarity and confidence
• Act as the on-site connection point between end-users and broader Digital teams
• Ensure documentation is clear, accurate, and useful for others
• Mentor and support Level 1 and 2 Support Technicians
• Deliver training and knowledge-sharing sessions
• Contribute to continuous improvement initiatives

Skills

End-user support

Microsoft ecosystem

ITIL v4 Foundation

Networking basics

Android MDM

Collaboration tools

Mentoring

Tools

Azure

Active Directory

MDM solutions

Job description

About Us

Jemena is an Australian energy company who own and operate more than $12.4 Billion worth of gas and electricity transportation assets across Australia supplying millions of households and businesses with these essential services every day.

We pride ourselves on our innovative approach, technical expertise, and dedication to safety, quality, and sustainability. Our Group’s over 3000 team members; consistently strive to make a difference in the communities we serve.

We’re looking for a Digital Support Specialist who is passionate about improving people’s day-to-day digital experience. This is a role for someone who combines technical expertise with empathy, collaboration, and a genuine desire to help others thrive through technology.

If you enjoy mentoring, improving systems, and creating positive user experiences — we’d love to hear from you.

You may not tick every box — and that’s okay. If you’re excited about the role and believe you can make an impact.

About The Role

Reporting to the Digital Support Tech Lead, you’ll play a key role in supporting our people across corporate offices and regional field locations. You’ll provide advanced technical support while also contributing to proactive improvements that enhance reliability, usability, and overall digital employee experience.

This is a hands‑on role with variety — from in‑person support across sites (including some interstate travel) to virtual assistance via phone, chat, and video. You’ll also participate in a Major Incident Management (MIM) roster, ensuring critical issues are resolved quickly and thoughtfully.

Most importantly, you’ll help shape how our people experience technology at work.

Delivering Trusted Technical Support

• Provide various and expert level support across hardware, software, Microsoft environments, networking, mobility, and collaboration tools
• Resolve complex technical challenges with clarity and confidence
• Act as the on‑site connection point between end-users and broader Digital teams
• Ensure documentation is clear, accurate, and useful for others

Improving The Digital Employee Experience

• Proactively identify opportunities to improve device performance and user experience
• Use DEX insights to prevent issues before they impact people
• Gather feedback and advocate for meaningful improvements
• Help ensure collaboration tools and systems are intuitive and reliable

Supporting Major Incidents

• Participate in the on-call roster
• Help coordinate rapid, calm responses to critical incidents
• Contribute to root cause analysis and shared learning

Sharing Knowledge & Growing Others

• Mentor and support Level 1 and 2 Support Technicians
• Create documentation and "better ways of working"
• Deliver training and knowledge-sharing sessions
• Contribute to continuous improvement initiatives

About You

You’re technically strong, but you also care deeply about how technology impacts people. You’re comfortable working independently, yet you value collaboration and shared success.

Your Experience May Include

• Advanced end-user technical support in enterprise environments
• Strong Microsoft ecosystem expertise (on-prem and Azure)
• ITIL v4 Foundation or equivalent practical experience
• Networking fundamentals and troubleshooting
• Android OS and MDM solutions
• Collaboration technologies and modern workplace tools
• Experience mentoring or guiding others

Why you should come and work for us

Our people are our energy source and we offer meaningful benefits and rewards that work for you. We offer the opportunity for long term career growth as part of our talent development and succession planning process.

Join our team and make a meaningful impact toward Australia’s "Net Zero" targets through the delivery of critical infrastructure projects and be a part of our journey to shape the future of the energy and utilities industry.

We are committed to developing a diverse and inclusive workforce that reflects the communities we are part of. We welcome applications from people of all ages, backgrounds, abilities, and identities. At Jemena, you belong.

Recruitment Process

During our recruitment process, you will be required to undergo pre-employment checks including pre-employment medical, reference checks and a national police check.

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.