Digital Support Technician

3 weeks ago

Melbourne, Victoria, Australia Jemena Full time
Overview

Jemena is an Australian energy company that owns and operates more than $12.4 billion worth of gas and electricity transportation assets across Australia, supplying millions of households and businesses with these 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 1 technicians encompass all Level 1 responsibilities and, in addition to handling more advanced issues, perform system maintenance and updates and collaborate with other Digital Support teams to drive resolutions on moderate to complex issues. Delivery of support is virtual (phone, chat, video) and in person at major and minor metropolitan offices within the Group (Jemena/Zinfra); some regional site visits are required. This is an operational role with strict adherence to rostering to ensure delivery of services that meet business requirements.

Responsibilities
  • 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
  • Escalation management
  • Collaboration and AV technology
  • Project involvement as a technical resource
  • Customer service skills
  • Ticketing systems, preferably ServiceNow
  • Enterprise IT systems and administration tools such as Active Directory, Entra, Intune, SCCM
  • Remote support for technical issues and user education
  • Previous experience in both virtual and on-site technical support
Technical Experience
  • Advanced knowledge of Microsoft Windows OS and related core productivity apps
  • Office 365 management
  • AD, Entra, Intune
  • 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
Job Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Utilities
Why Jemena

Our people are our energy source and we offer meaningful benefits and rewards. We support long-term career growth as part of our talent development and succession planning. We are committed to developing a diverse and inclusive workforce that reflects the communities we are part of. We welcome applications from people of all ages, backgrounds, abilities, and identities. At Jemena, you belong.

Recruitment Process

During our recruitment process, you will be required to undergo pre-employment checks, including pre-employment medical, reference checks, and a national police check.

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.

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