Technical Service Assistant

PMB Defence is a leading manufacturer of submarine battery systems based in Osborne, South Australia. Our company has a strong commitment to excellence and innovation in the defence sector, recognised through numerous accolades.

The role involves providing technical assistance for questions and problems where appropriate and escalating tickets when necessary. This includes resolving problems with networks and other computer systems, diagnosing system errors and other issues, and following up with customers to ensure full resolution of issues.

To be successful in this role you will need to have tertiary qualifications in Information Technology, experience in Microsoft Windows Server Fundamentals, and proven experience in an IT Helpdesk role, ideally within a defence or corporate environment.

In addition to these skills and qualifications, you will also need to have strong computer skills and ability to troubleshoot and diagnose problems, familiarity with PC systems and Apple Mobile Device Hardware & their respective Operating Systems, experience with Network Repairs and Analysis, and good Customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.

• Responding to queries via chat, email, or phone;
• Entering incident / issues into ticketing system;
• Ensuring SLAs are met;
• Compliant with Essential 8 and Cyber Essential Plus;
• Training other staff members in troubleshooting and diagnosing problems;
• Providing technical assistance for questions and problems where appropriate and escalating tickets when necessary;
• Resolving problems with networks and other computer systems;
• Diagnosing system errors and other issues;
• Following up with customers to ensure full resolution of issues;
• Running reports to analyse common complaints and problems;
• Installing or changing software to fix issues;
• Remotely accessing hardware or software for clients to make changes and fix problems;
• Review and update documentation for policies, procedures, standards, and guidelines;
• Support the development and delivery of security awareness training programs for employees;
• Maintaining and monitoring security logs and alerts;
• Research and evaluate applications and services for use by the organisation;
• Provide a matrix when possible, detailing features within each different application or service;
• Assist with the deployment and upkeep of the workstations' security and infrastructure;
• Assist with vulnerability assessments and penetration testing for specific applications, services, networks, and servers as required;
• Analysing and resolving technical and application problems;
• Actively participate in design meetings with the development team.

• Tertiary qualifications in Information Technology;
• Experience in Microsoft Windows Server Fundamentals;
• Proven experience in an IT Helpdesk role, ideally within a defence or corporate environment;
• SOE Creation and Deployment skills;
• Basic understanding of ITIL;
• Strong computer skills and ability to troubleshoot and diagnose problems;
• Familiarity with PC systems and Apple Mobile Device Hardware & their respective Operating Systems;
• Experience with Network Repairs and Analysis;
• Good Customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.

• Flexible working and WFH opportunities;
• Access to PMB Perks for you and your family – employee benefits, discounts, rewards and recognition, and wellness platform;
• Company supplied iPhone;
• Referral bonus;
• Company supported active Social Club;
• Corporate discounts on local businesses;
• Employee assistance program;
• Salary continuity insurance (if you join PMB's default superannuation fund);
• Salary sacrifice and novated lease options;
• Paid parental leave;
• PMB branded clothing allowance;
• Discounted banking and insurance;
• Free barista style coffee, tea, and fresh fruit.