Global IT Service Desk Technician - Tier 1

KBR, Inc.; Adelaide; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Great Place To Work

Flexible working

Competitive salary

Paid parental leave

Income protection

Career development programs

Job summary

KBR, Inc. is seeking a Global Tier 1 Service Desk Technician to join a follow-the-sun IT desk supporting end users worldwide.

The role focuses on first‑line technical support for account administration, hardware, software, access, and authentication, with strong emphasis on incident handling in accordance with ITIL and SLAs. The ideal candidate will combine customer focus with accuracy, effective ticket documentation, and collaboration across regions and time zones in a permanent, full‑time

Qualifications

• Experience in a service desk or help desk environment.
• Experience using ServiceNow or a similar ITSM platform.
• Working knowledge of Windows operating systems and Microsoft 365.
• Familiarity with Active Directory, Microsoft Entra ID and MFA.
• Experience using remote support tools and Microsoft Teams.

Responsibilities

• Provide first-level technical support to internal and external customers via phone, chat and ticketing systems.
• Diagnose, troubleshoot and resolve Tier 1 issues using established procedures.
• Support user account administration, including password resets and MFA requests.
• Create and manage incidents and service requests in ServiceNow per ITIL and SLAs.
• Escalate complex issues to Tier 2/3 with detailed troubleshooting notes.
• Deliver excellent customer service with clear, professional communication.

Skills

Service desk

ServiceNow

Windows OS

Active Directory

MFA

Microsoft 365

Remote support

Customer service

Communication

Time management

Education

IT certificate/degree

Job description

KBR, Inc. is seeking a Global Tier 1 Service Desk Technician to join a follow-the-sun IT desk supporting end users worldwide.

The role focuses on first‑line technical support for account administration, hardware, software, access, and authentication, with strong emphasis on incident handling in accordance with ITIL and SLAs. The ideal candidate will combine customer focus with accuracy, effective ticket documentation, and collaboration across regions and time zones in a permanent, full‑time