Digital Support Technician - Level 2 – Regional Vic - Wangaratta

Buscojobs; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Digital Support Technician to provide exceptional technical support to end-users. This role involves diagnosing and resolving a variety of technical issues, ensuring high customer satisfaction. The technician will engage in both virtual and on-site support, requiring travel to regional sites. With a focus on collaboration and advanced technical skills, this position offers an exciting opportunity to work with cutting-edge technology in a supportive and diverse environment. Join a passionate team that values safety, community respect, and personal growth.

Benefits

Flexible working options

Paid parental leave

Leave purchase plans

Qualifications

• Experience in both virtual and on-site technical support.
• Advanced knowledge of Microsoft Windows Operating System.
• Proficiency in network concepts and troubleshooting.

Responsibilities

• Provide comprehensive technical support to end-users.
• Diagnose and resolve technical issues related to hardware and software.
• Collaborate with digital support teams to drive resolutions.

Skills

Technical support

Troubleshooting

Customer support

Knowledge management

Advanced technical support

Collaboration technology

IT terminology

Cybersecurity principles

Education

Certificate or diploma in IT

ITIL v4 Foundation

Tools

ServiceNow

Active Directory

Microsoft Teams

SharePoint

Job description

Digital Support Technician- Level 2 – Regional VIC - Wangaratta

About Us

Jemena is an Australian energy company who owns and operates over $11.5 Billion worth of gas and electricity transportation assets across Australia supplying millions of households and businesses with essential services every day.

About the role :

The Digital Support Technician is responsible for providing comprehensive technical support to end-users, ensuring timely resolution of technical issues, and maintaining high levels of customer satisfaction. This role involves diagnosing and resolving a wide range of technical problems related to hardware, software, network, collaboration, and other digital services.

Level 2 technicians encompass all level 1 responsibilities and, in addition to handling more advanced issues, perform system maintenance, updates, and collaborate with other Digital support teams to drive resolutions on moderate to complex issues.

Delivery of the support is virtual (Phone, Chat, Video) and in person at regional sites. Site visits are required to regional offices within the Group (Jemena / Zinfra). This is an operational role with strict adherence to ensure delivery of services which meet business requirements.

These roles are located in regional Victoria. Locations are Traralgon & Wangaratta.

You will need to travel from one site to another for face-to-face support. A vehicle will be provided. These roles are located onsite 5 days a week. You will need to manage and plan your time accordingly.

Full clean driving licence required

Your responsibilities include :

• Technical support, troubleshooting, and request fulfilment
• Customer support and communication
• Knowledge management and documentation
• Advanced technical support
• Intermediate to advanced enterprise support systems and tools
• Collaboration and AV technology
• Project involvement (as technical resource)
• Ticketing systems preferably ServiceNow
• Enterprise IT systems and administration tools such as Active Directory, Entra, Intune, SCCM
• Remote support for both technical issues and user education
• Previous experience in both virtual and on-site technical support

Technical experience :

• Advanced knowledge of Microsoft Windows Operating system and related core productivity apps
• Troubleshooting experience with Citrix
• Office 365 management
• Hardware fundamentals and component failure troubleshooting
• Proficiency in network concepts and troubleshooting and understanding of protocols
• Certificate, diploma, or equivalent experience
• IT terminology and cybersecurity principles
• ServiceNow ITSM or equivalent
• ITIL v4 Foundation or equivalent experience
• Microsoft Teams and SharePoint fundamental knowledge and exposure to management
• Collaboration technology, Crestron, Poly, Microsoft Teams Rooms
• Awareness of field-based applications with specific operational requirements
• Device preparation / setup and secure destruction regulatory or compliance standards understanding and obligations which impact end-user facing teams e.g. FIRB, SOCI

Why you should come and work for us

Our people are our greatest strength and inspiration, so having various flexible working options, paid parental leave, and leave purchase plans amongst many other benefits are key foundational elements on which we have built our success. We are passionate about what we do and we are proud of who we are. Safety is the cornerstone of our organisation and respect for community and country is the keystone that locks in place our Group Values.

Diversity / Inclusion

We understand and value the multiple strengths and contributions of a diverse workforce, the ability to hybrid where possible, and our Reconciliation Action Plan is a demonstrated commitment to employment, business, and partnership opportunities with Australia’s First Peoples. We actively encourage applications from Aboriginal and Torres Strait Islander Peoples.

When you join Jemena, you become part of our diverse, inclusive, and passionate team, where you can be your committed self.

Recruitment Process

As part of Jemena’s recruitment process, you will be required to undergo pre-employment checks.

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. Interested candidates are welcome to submit their application independently.