Technical Support Specialist

4 weeks ago

Sydney, New South Wales, Australia Jemena Full time
About Jemena

Jemena is an Australian energy company that 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.

Job Description

The Technical Support Specialist - Level 2 provides 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.

Responsibilities
  • Provide technical support, troubleshooting, and request fulfillment.
  • Communicate effectively with customers to resolve their technical issues.
  • Manage knowledge and document technical information for future reference.
  • Support advanced technical issues and provide solutions to moderate to complex problems.
  • Utilize enterprise support systems and tools to troubleshoot and resolve technical issues.
  • Collaborate with other teams to drive resolutions on technical issues.
  • Deliver support via virtual channels (phone, chat, video) and in-person at major metropolitan offices.
Requirements
  • Advanced knowledge of Microsoft Windows Operating System and related core productivity apps.
  • Experience with Office 365 management.
  • Familiarity with Active Directory, Entra, Intune, and SCCM.
  • Hardware fundamentals and component failure troubleshooting skills.
  • Proficiency in Network concepts and troubleshooting, and understanding of protocols.
  • Certificate, diploma, or equivalent experience in IT-related fields.
  • IT terminology and cybersecurity principles understanding.
  • ServiceNow ITSM or equivalent experience.
  • ITIL v4 Foundation or equivalent experience.
Benefits

We offer a competitive salary package, including:

$65,000 - $85,000 per year, depending on experience.

A flexible working environment with various options for work-life balance.

Paid parental leave and leave purchase plans.

Ongoing training and development opportunities.

Why Join Jemena?

We are passionate about what we do and proud of who we are. Our people are our greatest strength and inspiration. We value diversity and inclusion, and actively encourage applications from Aboriginal and Torres Strait Islander Peoples.

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