Global IT Service Desk Technician (Tier 1) — 24/7 Support

KBR, Inc.; Sydney; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Great Place To Work

Flexible working

Career development

Paid parental leave

Employee stock purchase plans

Job summary

KBR, Inc. seeks a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a global, follow-the-sun IT Service Desk. Provide initial support for account administration, hardware, software, access and authentication issues, with strong emphasis on incident management and ITIL processes.

This permanent, full-time role can be located in Brisbane, Canberra, Sydney, Melbourne or Adelaide, offering career development and opportunities across regions.

Qualifications

• Experience in a service desk, help desk, technical support or customer service environment.
• Experience using ServiceNow or a similar ITSM platform.
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Familiarity with Active Directory, Microsoft Entra ID, password management and MFA.
• Experience using remote support tools and collaboration platforms such as Microsoft Teams.
• Strong customer service, communication and problem-solving skills.
• Ability to manage competing priorities while working independently and as part of a team.

Responsibilities

• Provide first-level technical support to internal and external customers via phone, chat and ticketing systems, resolving hardware, software, account and access-related issues within agreed service levels.
• Diagnose, troubleshoot and resolve Tier 1 technical issues using established procedures, knowledge articles and standard operating practices.
• Support user account administration, password resets and multi-factor authentication (MFA) requests.
• Create, manage and resolve incidents and service requests within ServiceNow, ensuring accurate documentation and compliance with ITIL processes and service level agreements (SLAs).
• Escalate complex issues to Tier 2 or Tier 3 support teams, providing comprehensive troubleshooting information to support timely resolution.
• Deliver a high standard of customer service by communicating technical information clearly and professionally to users with varying levels of technical knowledge.
• Contribute to the continuous improvement of support processes, knowledge articles, documentation and self-service resources.
• Collaborate effectively with team members and stakeholders across multiple locations to support service delivery and major incident response.
• Participate in ongoing training and professional development to maintain technical knowledge and service excellence.

Skills

Service desk experience

ServiceNow

Windows & Microsoft 365

AD Entra ID & MFA

Remote support tools

Customer service & communication

Prioritization & teamwork

Education

IT cert / Diploma / Associate degree

Tools

ServiceNow

Microsoft Teams

Remote support tools

Job description

KBR, Inc. seeks a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a global, follow-the-sun IT Service Desk. Provide initial support for account administration, hardware, software, access and authentication issues, with strong emphasis on incident management and ITIL processes.

This permanent, full-time role can be located in Brisbane, Canberra, Sydney, Melbourne or Adelaide, offering career development and opportunities across regions.