Energy Systems Technical Support Specialist

1 week ago

Perth, Western Australia Australian Energy Market Operator Full time

We are the Australian Energy Market Operator (AEMO), a leader in designing and operating a sustainable energy system that delivers safe, reliable, and affordable electricity and gas.

Our mission includes facilitating the transition to a net-zero energy system by 2050 and working collaboratively with industry partners to achieve 100% renewable generation capability by 2025.

We have the once-in-a-lifetime opportunity to co-design the future of our energy systems, guided by our core values of Character, Commitment, and Connection.

About the Team & the Position

The Customer Engagement & Services Division is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division, providing Service Desk support to internal and external Customers, including End User IT Support for internal Customers, and provision and coordination of key IT Service Management capabilities.

As a key member of the Digital Service Centre team, this position is the main contact point where Industry Participants are provided primary technical support and assistance with their enquiries around AEMO's IT systems and the services AEMO provides.

This role works independently but collaborates closely with the broader Service Centre team, trained in all supported systems and able to utilize team member technical knowledge to adapt to and quickly pick up applications, systems, and procedures.

Position Responsibilities

  • Acts as the routine contact point, receiving and handling requests for support with a focus on customer and service experience.
  • Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
  • Assists with the development of standards, applying the standards to track, monitor, report, resolve or escalate issues.
  • Monitors core contact centre service delivery channels and collects performance data.
  • Onsite attendance may be required for up to 5 days a week depending on Digital Service Centre responsibilities at each site location, as well as for other internal/external duties with this requirement.
  • Gathers information to enable incident resolution and allocates incidents as appropriate.
  • Provides first line investigation and gathers information to enable incident resolution and allocate incidents, advising relevant staff and stakeholders of actions taken.
  • Provide after-hours service support functions as rostered to AEMO Staff and Industry Participants.
  • Works collaboratively across the Digital division, including Architecture, Platform teams, and Product teams, maintaining Incident and Request Management best practices.
  • Establishes continual process service improvement governance and actions improvement opportunities.
Estimated Salary: $95,000 - $115,000 per year

This role is based in Perth, offering flexible working options, professional development opportunities, and a comprehensive employee benefits package.

AEMO values diversity and inclusivity in the workplace, welcoming applications from all backgrounds without regard to age, disability, gender, sexual orientation, parental status, race, or religion.

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