Technical Support Specialist

3 weeks ago

Canberra, ACT, Australia KBR, Inc. Full time
Title

Technical Support Specialist

About KBR

At KBR – We do things that matter.

We deliver science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 38,000 people worldwide with customers in more than 80 countries and operations in over 29 countries.

KBR is proud to work with its customers across the globe to provide technology, value-added services, and long-term operations and maintenance services to ensure consistent delivery with predictable results. At KBR, We Deliver.

Think.KBR.com

KBR in Australia

With over 65 years working on some of Australia's largest and most complex projects, KBR has unmatched experience supporting the nation's critical infrastructure, energy transition and national security priorities. KBR has around 2,000 employees throughout Australia, who are focused on delivering innovative technology and engineering solutions for a safer, more secure and sustainable future.

Belong, Connect and Grow at KBR

At KBR, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team's philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver – Together.

The Opportunity

The Technical Support Specialist is responsible for delivering responsive, effective, and professional technical support to internal users across desktop applications, hardware, and systems. Operating under the general direction of the IT Support Manager, this role acts as a key contact for end-user support and plays a crucial role in restoring service availability, system usability, and user productivity.

The Technical Support Specialist will respond to incidents, troubleshoot system and application-related issues, and liaise with network and development teams to resolve more complex problems. This position requires a strong customer service mindset, broad technical knowledge, and the ability to analyse and resolve issues using standard processes and procedures, while continuing to build technical depth and capability.

Responsibilities

Service Operations
  • Provide day-to-day support for desktop applications, end-user devices, and standard operating environments.
  • Monitor, log, and track user queries related to transactions, procedures, and system status.
  • Respond to service requests and incidents in a timely and professional manner, in line with service level agreements.
  • Escalate more complex issues to the appropriate internal teams (e.g., network services or application developers) for resolution.
  • Maintain system access, user accounts, and standard configurations as per organisational policies.
  • Assist in the setup and deployment of new hardware and software for end-users.

Incident & Problem Management
  • Analyse and troubleshoot technical issues using standard procedures and tools.
  • Identify recurring problems and contribute to root cause analysis and long-term resolutions.
  • Document incidents, support steps, and outcomes in ticketing systems and knowledge bases.
  • Support improvement of support services by sharing insights, trends, and suggestions with the wider team.

Maintenance & Continuous Improvement
  • Assist with system and application updates, patching, and configuration changes.
  • Contribute to continuous improvement of support processes and user experience.
  • Provide input to internal documentation, user guides, and training materials.

Collaboration & Communication
  • Work collaboratively with internal support and technical teams to ensure effective issue resolution and service delivery.
  • Communicate clearly with users of varying technical skill levels, ensuring they feel supported and informed.
  • Provide informal mentoring and guidance to junior team members as needed.

Essential

Qualifications, Skills and Experience
  • Experience supporting end users in a corporate IT environment, including desktop hardware, operating systems, and standard applications.
  • Strong communication and interpersonal skills with a focus on customer service.
  • Proven ability to diagnose and troubleshoot technical issues related to desktops, applications, and user accounts.
  • Working knowledge of Microsoft Windows OS, Office 365 suite, and basic networking principles (TCP/IP, DNS, DHCP).
  • Ability to follow standard operating procedures and escalate appropriately.
  • Completion of an undergraduate degree in a relevant field or equivalent work experience (minimum 2+ years).

Desirable
  • ITIL v3/v4 Foundation Certification.
  • Experience using ITSM tools such as ServiceNow, Remedy, or similar.
  • Familiarity with Active Directory, remote support tools, and mobile device management.
  • Exposure to working in secure or classified environments (e.g., Defence or Government).
  • NV1 or Baseline Security Clearance, or the ability to obtain one.

Benefits Of KBR
  • A workplace culture certified as a Great Place To Work (Aus, India, UK & US)
  • Flexible working conditions
  • Competitive salary (including annual reviews)
  • Paid Parental leave
  • Paid Reservist leave
  • Income protection
  • Corporate rewards
  • Salary packaging/Novated leasing
  • Discounted employee stock purchase plans
  • Flu shots, skin checks and private health insurance discounts
  • Career development: Online learning, mentorship and career pathways

If you're ready to shape tomorrow, let's get started. Apply Now

KBR acknowledges the Traditional Custodians of Country throughout Australia and their continuing connections to land, sea, community and culture. We pay our respects to Elders past and present.

As a Major Service Provider of the Australian Defence Force, an AGSVA security clearance will be required and compliance to International Traffic in Arms Regulations (ITAR). As such, our hiring decisions are based on the key requirements of each role and candidates are selected based on their unique strengths and experiences.

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