Global Tier 1 IT Service Desk Technician — Flexible Work

KBR, Inc.; Canberra; 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

Novated leasing

Employee stock purchase plans

Job summary

KBR, Inc. is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a follow-the-sun IT service desk. You will provide first-line support for account administration, hardware, software and MFA issues while following ITIL processes and ServiceNow workflows.

The ideal candidate is customer-focused, detail-oriented and comfortable in a fast-paced environment. This permanent, full-time role can be located in Brisbane, Canberra, Sydney, Melbourne or

Qualifications

• Experience in service desk, help desk, or technical support.
• 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.
• 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

ServiceNow

Windows

Microsoft 365

Active Directory

Entra ID

MFA

Remote support

Customer service

Communication

Problem solving

Time management

Education

Diploma in IT

ITIL Foundation

Tools

ServiceNow

Job description

KBR, Inc. is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a follow-the-sun IT service desk. You will provide first-line support for account administration, hardware, software and MFA issues while following ITIL processes and ServiceNow workflows.

The ideal candidate is customer-focused, detail-oriented and comfortable in a fast-paced environment. This permanent, full-time role can be located in Brisbane, Canberra, Sydney, Melbourne or