Global IT Service Desk Technician - Tier 1 Support

KBR, Inc.; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Competitive salary

Paid parental leave

Income protection

Career development

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to serve as the first point of contact for end users across a global, follow-the-sun IT service desk. You will provide first-line technical support for account administration, hardware, software, access, and authentication issues, ensuring incidents and service requests are managed efficiently through ITSM processes.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced support environment.

Qualifications

• Experience in a service desk environment.
• Experience using ServiceNow or similar ITSM platform.
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 apps.
• Familiarity with Active Directory, Entra ID and MFA.
• Experience using remote support tools and 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 following documented procedures.
• Assist with account administration, password resets and MFA requests.
• Create and manage incidents in ServiceNow with accurate documentation and SLAs.
• Escalate complex issues to Tier 2/3 with detailed troubleshooting info.
• Maintain clear, professional communication with users across regions and time zones.
• Contribute to knowledge articles and self-service resources for ongoing improvements.
• Collaborate with teammates across locations to support service delivery and incident response.

Skills

Service desk experience

ITSM knowledge

Windows & M365

Active Directory / Entra ID

MFA management

Remote support tools

Customer service

Strong communication

Education

IT-related diploma/associate degree

IT certifications (optional)

Tools

ServiceNow

Microsoft Teams

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to serve as the first point of contact for end users across a global, follow-the-sun IT service desk. You will provide first-line technical support for account administration, hardware, software, access, and authentication issues, ensuring incidents and service requests are managed efficiently through ITSM processes.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced support environment.