IT Support Technician

5 months ago

Alexandria, Australia Ampol Full time

Full time, permanent position with competitive salary and benefits
- Location: Sydney, Alexandria

**About Ampol**

Here at Ampol, we are proud of our heritage as Australia’s only owned fuel brand. Fuel may be the foundation of our business, but our motivation and purpose come from the people, industries, and communities we engage with. From our origins until today, we’ve always been inspired by the role we can play in people’s lives - to keep them moving, to make journeys happen.

In the next few years, Ampol will be evolving our energy offering to ensure we continue to meet the ongoing needs of our customers whilst best leveraging marketplace opportunities as they arise. We are investing in our infrastructure and people to ensure that we can continue to provide, safe, reliable, and competitive supply to our valued customers.

For over 100 years we have supported Australians to travel far and wide, and we’ll be here for 100 more powering better journeys.

**The role**:
As a business that never stops transforming, our people are challenged with making it happen. Whether it’s dreaming up big ideas, questioning the norm, or solving complex problems, we are tasked with making an impact on the business that will take us into the future. Our collaborative culture means effective decision making informed by diverse thinking, cross functional-working teams and access to experts across our business.

People are at the heart of our success, and providing new opportunities and development for our existing team members is key to this.

Right now, we have an opportunity for an **IT Support Technician** to join our IT Services team, providing technical support to our users. If you have been looking to make a move into this exciting, fast paced area, this is your opportunity

This is a permanent position based in our Alexandria, Sydney HQ.

**Key duties**:

- Troubleshoot technical problems on-site, following established procedures and escalating complex issues as necessary to the IT Desktop Support Engineers/ Lead.
- Provide floor walking IT support to customers
- iPhone and iPad configurations
- Manage IT Tech Bar appointments and walk ins to enhance the experience and reduce wait-times for our customers
- Handling escalations from Service Desk customers to resolution
- Support the IT Support Team Lead and Engineers with rollout of new services, including updating customer/ IT knowledge, if required
- Identify and be alert to major incidents that may occur, ensuring that these are escalated through the standard channels for investigation and resolution
- Assist with technology issues in meeting rooms providing on-site support and incident management for meeting room AV equipment
- Provide remote technical support as required for other locations across Ampol
- Manage deployment of assets to end users
- Supplying equipment to users with training on how to utilise core Ampol systems
- Actively contribute to the maintenance and upkeep of the knowledge articles owned by desktop support
- Support the IT Desktop Engineers with management of end-user inventory and data entry

**About you**:

- Minimum 2 years' experience in a 1st and 2nd line, Service Desk environment, providing IT support in a large and complex environment
- Understanding of IT field support and escalation management
- Understanding of IT Service Management Processes, focusing on Incident management and Service request fulfilment
- Excellent communication and proven experience in building relationships
- Customer service focus and a can-do attitude
- Positive under pressure and calm when dealing with difficult stakeholders
- Superior time management and organisational skills with the ability to manage multiple complex tasks concurrently

**We’ll take you further by**:

- **Our total remuneration is competitive**. This is across base salary, a performance incentive, employee share offers and a 25% discount on Fuel for two privately used cars
- **We value recognition**. We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values.
- **Career development and learning opportunities** including LinkedIn Learning and other tailored training solutions.
- **BabyCare Package** - financial and flexible support for parents transitioning back to work.
- **Need some wheels?** Novated Lease options are available.
- Invest in your future with the **Employee Share Scheme**:

- **Leave Options** - We offer wellbeing leave and leave purchasing.
- **Care for your Community**. Spend one paid day a year volunteering with one of our Ampol Foundation partners.

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