Onsite Technical Support

**Onsite Technical Support**:
NSW - Tweed Heads, QLD - Brisbane Information Technology Full Time

**WHY EML?**

At EML we share a common purpose of helping people get their lives back. We are committed to having the lowest caseloads in the industry, and therefore have a number of opportunities available in our claims teams.

We truly support each other and offer competitive benefits, flexible hours and work from home arrangements. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

**_ Here are just some of the employee benefits we offer at EML:_**
- A diverse and collaborative team culture like no other
- Flexibility to work from home to support work/life balance
- A corporate wellbeing program with discounted health insurance and gym membership
- Generous discounts from over 350 retailers through our RewardsHub program
- Comprehensive learning and development opportunities to help you reach your full potential
- Access to support and counselling services with work or personal matters, through our Employee Assistance Program
- Companywide events to stay connected and celebrate success
- Entitlement to annual company incentive scheme + salary reviews
- Access LinkedIn Learning - 18,000 courses to advance your professional education
- Up to 16 weeks paid parental leave, plus super

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

**THE ROLE**

As part of our diverse team based in** Tweed Heads**, 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 **Tweed Heads **office, with occasional travel to our **Brisbane** 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. For more information on EML’s employee benefits please visit your Employee Hub here.