Digital Support Technician

6 days ago

Sydney, Australia Jemena Full time

**Digital Support Technician - Level 2**

**About Us**

**Jemena** is an Australian energy company who 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.

**About the role**:
The Digital Support Technician responsible for providing 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.

Level 2 technicians encompass all level 1 responsibility and in addition to handling more advance issue perform system maintenance, updates, collaborate with other Digital support teams to drive resolutions on moderate to complex issues.

Delivery of the support is virtual (Phone, Chat, Video) and in person at major and minor metropolitan offices within the Group (Jemena/Zinfra), some regional site visits are required. This is an operational role with strict adherence to rostering to ensure delivery of services which meet business requirements.

**Your responsibilities include**:

- Technical support, Troubleshooting, and Request fulfilment
- Customer support and communication
- Knowledge management and documentation
- Advance technical support
- Intermediate to advance enterprise support systems and tools
- Escalation management
- Collaboration and AV technology
- Project involvement (as technical resource)
- Customer service skills
- Ticketing systems preferably ServiceNow
- Enterprise IT systems and administration tools such as Active Directory, Entra, Intune, SCCM
- Remote support for both technical issues and user education
- Previous experience in both virtual and on-site technical support.

**Technical experience**:

- Advanced knowledge of Microsoft Windows Operating system and related core productivity apps.
- Office 365 management
- AD, Entra, Intune
- Hardware fundamentals and component failure troubleshooting
- Proficiency in Network concepts and troubleshooting, and understanding of protocols.
- Certificate, diploma or equivalent experience
- IT terminology and cybersecurity principles
- ServiceNow ITSM or equivalent
- ITIL v4 Foundation or equivalent experience
- Microsoft Teams and SharePoint fundamental knowledge and exposure to management
- Collaboration technology, Crestron, Poly, Microsoft Teams Rooms.
- Device preparation/setup and secure destruction Regulatory or compliance standards understanding and obligations which impact end-user facing teams e.g. FIRB, SOCI

**Why you should come and work for us**

Our people are our greatest strength and inspiration so having various flexible working options, paid parental leave and leave purchase plans amongst many other benefits are key foundational elements on which we have built our success. We are passionate about what we do and we are proud of who we are. Safety is the cornerstone of our organisation and respect for community and country is the keystone that locks in place our Group Values.

**Diversity/Inclusion**

When you join Jemena, you become part of our diverse, inclusive and passionate team, where you can be your committed self.

**Recruitment Process**

As part of Jemena’s recruitment process, you will be required to undergo pre-employment checks.

**_

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