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Support Technician

2 weeks ago

Hawthorn East, Australia Bunnings Full time

At Bunnings, you’ll make a positive difference to our business and beyond.

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online, Bunnings caters for consumer and commercial customers.

By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference - to our customers and the communities where we live and work.

We are looking for an experienced Support Technician to join our Bunnings Technology team

About the role:
As a Support Technician you will be responsible for delivering outstanding customer service by providing technical support to office-based team members for all issues, requests, projects and rollouts. Team members will work together to respond, troubleshoot and resolve all office-based tickets across all offices. This role will provide assistance to the Tech Bar, along with support for the Collaboration Support Specialist and Technology Trainer.

They will ensure all service level agreements are met or exceeded, while providing a proactive approach, with a focus on continual service improvement.

As a Support Technician, you can expect to:

- Liaise with team members to proactively assess their needs to improve the effectiveness of the systems they utilise.
- Effectively record and document team member interactions within ServiceNow.
- Liaise with other Technology teams to ensure customers are receiving the best possible service from the entire Technology department.
- Create and provide team members with basic technical training, instructions and guides when required.
- Ensuring all Service Levels (SLAs) are within expectations.
- Escalate high priority issues or requests effectively, to ensure the best possible response and service is provided for urgent situations.
- Provide technical support to all office-based team members across the entire business.
- Provide expert advice, troubleshooting and support on various technology queries.
- Diagnose and repair technical issues and hardware.
- Travel to offsite locations (includes metro and regional stores) when required.
- When required, provide support to the wider Service Delivery team including field services, hardware or remote site support.
- Find ways to improve the efficiency and effectiveness of systems and support available to our team.

About You

To be successful in this role, you will be a detail oriented, outcome driven problem solver who has excellent customer service skil. As a passionate technologist you are all about knowledge sharing and upskilling and possess excellent collaboration and communication skills. Further requirements include:

- Minimum of 2 -3 years’ experience working within a Level 2 IT support role
- Previous experience working with ServiceNow or a similar ITSM platform
- Previous retail experience will be desirable
- Relevant tertiary qualifications or similar industry experience will be required
- ITIL v4 Foundation

We’re here to support you.

You’ll be part of a workplace where you’ll feel like you belong.

There's so much on offer when you're part of our Bunnings team with benefits including:
- Our flexible and informal work environment which helps bring balance between work and home.- Team discount at Bunnings, OnePass and with other Wesfarmers retailers including Kmart, Target, Officeworks and Catch.- Discounts from corporate partners (such as private health insurance, gyms, car rental) and cost price food and drinks at our Bunnings café.- 12 weeks paid parental leave, regardless of gender, annual flu vaccinations and health checks.- The opportunity to create a real difference in your local community and environment.

Join us and experience Bunnings from the other side of the counter.