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Technical Support

3 weeks ago

Greater Adelaide SA, Australia EML Full time

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse team based in Adelaide, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

The purpose of this role is to provide a single point of contact for customers and users giving second level support, advice and guidance and facilitating the rapid restoration of normal service and provision of new services.

The role operates in a customer centric, high-volume environment and involves a range of responsibilities and competing priorities. It requires a focus on flexibility and effective time management to be responsive to the competing priorities of work demands.

This will be a permanent, full-time position based in the Adelaide office.

YOUR RESPONSIBILITIES
- Provide accurate logging and timely resolution of all incidents.
- Facilitating the Incident Management process to restore any loss of service as quickly as possible.
- Investigate and implement corrective actions for effective resolution of security incidents or breaches.
- Create and update knowledge articles.
- Keep hardware and software inventory up to date.
- Review and analyse tickets for trends. Log and escalate problem tickets for recurring incidents.
- Escalate problems and incidents to the correct resolver groups as appropriate.

ABOUT YOU
- Demonstrated experience in a similar information technology or technical support role, working within a fast-paced business environment.
- Sound technical knowledge of Desktop hardware and both standard and customised (in-house) software.
- Demonstrated experience using remote access tools.
- Working knowledge of SOE, imaging and SCCM.
- Experience in provisioning new user accounts and devices for new starters.
- Ability to liaise with vendors and external stakeholders.
- Good communication skills written and verbally.
- ITIL v4 certified.

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

- A vibrant, collaborative innovative team culture
- Flexibility with opportunity to WFH when you are fully trained in your role.
- A corporate wellbeing program with discounted health insurance and gym membership
- Access to discounts at over 350 retailers through our Rewards Hub program
- Entitlement to an annual tenure and performance-based recognition reward
- Comprehensive learning and development support
- Companywide events to celebrate success.
- Quarterly Reward and Recognition Awards
- Up to 16 weeks paid parental leave, plus super