Senior Systems Support Specialist

3 weeks ago

Hawthorn East, Victoria, Australia Coles Full time

About the Role

This is an exciting opportunity to join the Coles Technology Services and Commercial function as a Senior Systems Support Specialist. In this role, you will be part of a team responsible for providing end-user technology support in a timely manner, adhering to set SLAs.

Your Key Responsibilities

  • Monitor, troubleshoot, and resolve incidents escalated to the EUC 2nd Level Support queue.
  • Provide technical expertise and advice to end-users.
  • Manage the EUC 2nd Level incident, problem, and request queues in line with agreed SLAs and according to ITIL Service Management best practices and Coles IT Service Management processes.
  • Escalate incidents to the EUC 3rd Level and other Coles technical support teams when required.
  • Work independently and as part of a team.
  • Strong focus on driving elimination/reduction of incidents.
  • Strong focus on governance and the ability to define and work with a clear focus.
  • Perform aspects of implementation, testing, and support of EUC infrastructure.
  • Strong focus on and adherence to organizational processes and security protocols.
  • Assist on the Coles mytech walk-up bar and provide face-to-face IT support.
  • Adhere to all interaction, incident, and request logging procedures and governance when dealing with customers.
  • Provide technical standards writing.
  • Write technical documentation.
  • Update existing Level 1 Support and internal EUC knowledgebase articles.
  • Stay up-to-date with emerging technology trends and how Workplace Technology services are being delivered. Manage time to allow for innovation and experimentation in the team to deliver optimized and innovative solutions that solve end-user incidents.
  • Work closely with other teams within Workplace Experience and support to improve services and solve incidents.

About You and Your Skills

  • Demonstrated experience in supporting enterprise-based end-user computing infrastructure in a large-scale, complex distributed business environment.
  • Experience working in an IT Support role, adhering to ITIL fundamentals and strict SLAs.
  • Experience using an IT Service Management Tool.
  • Demonstrated time management and prioritization skills.
  • Customer Service mindset - understands the role Technology Support plays in Employee Experience.
  • Maintain high levels of customer service.
  • Strong written and verbal skills.
  • Technical and End User Knowledge Base writing skills.
  • Proven technical understanding of the relevant technologies.
  • Demonstrated experience in maintaining root cause analysis of enterprise-based end-user computing in a large-scale, complex, and distributed business environment.
  • Growth mindset - someone who shows passion for technology and delivering innovation in their services. Someone who is always on the lookout for how things can be done more efficiently, differently, and embraces new ways of working.
  • Experience building strong cross-functional relationships with other technical teams. Interacting with junior and senior technical teams.
  • Demonstrated experience and understanding of technology trends and issues.
  • The role is responsible for the delivery, ongoing management, and support of the following end-user devices and technologies:
    • Windows 10 and 11 laptops and desktops and associated application support.
    • Thin Clients and CITRIX Apps and VPCs.
    • Mobile devices.
    • Video conferencing.
    • Apple MacBooks.
    • O365 and M365 platforms.

Commercial Skills and Qualifications

  • ITIL certification.
  • Expertise in Windows, Mac, iOS, Android OS platforms, including strong troubleshooting skills.
  • Experience within the ServiceNow/ITSM toolset.
  • Critical thinking, analysis, and out-of-the-box thinking to develop strategies to overcome challenges.
  • Team Player.
  • Robust incident and analytical solving skills for complex technical issues, with high attention to detail.
  • Customer-focused, able to deal with ambiguity, self-motivated.
  • Cost-conscious mindset.
  • Ability to articulate solutions to end-users for technical issues.
  • Excellent communication skills - Strong ability to communicate, guide, and influence stakeholders.
  • Sense of accountability and ownership of issues.

We are seeking a customer service professional with strong communication skills, both written and verbal. Experience with a Service Management Tool is essential for this role. The position will involve being onsite a minimum of three times per week.

In turn, we offer you a great place to work and a fun-filled, flexible culture at Coles. You'll have access to a range of exclusive benefits and programs that support, reward, and inspire team members. Some of these include:

  • Discounts and weekly special deals across all our external brands - Coles, Coles Express, Coles Liquor, and Coles Online.
  • Free parking, mini-Coles, and food hub at our Store Support Centre in Hawthorn East.
  • Sampling of new products before they've hit the shelves.
  • Gym, BBQ, and Children's holiday club - all onsite.
  • Team Member Share Plan.

We're continuing to build a gender-equitable team, and a culture that's just as diverse, inclusive, and welcoming as the communities we serve. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation, and gender identities.

We're happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details, visit the 'Our Recruitment Process' section of our careers site or email.

Job ID:

Employment Type: Full-time

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