Technical Services Officer

At BAE Systems Australia
- Do interesting work that MATTERS
- ENJOY what you do
- GROW your career
- Be YOU

We work in a thriving sector - one that puts us at the forefront of exciting and meaningful work. Every day we push boundaries to produce some of the world's most innovative and ground breaking technology. Individually we all contribute to our success. Collectively we make the impossible possible.
Recognised for delivering projects of global and national significance that help keep Australia safe, it is our shared passion that shapes our culture, and our people that make it a great place to work.

About the OPPORTUNITY
We currently have an exciting opportunity for a motivated Technical Services Officer within our IM&T Service Delivery based at Melbourne.
Reporting to the Technical Services Lead, you will be responsible to provide technical support for the customer's extensive computing fleet: infrastructure, mobile fleet, Personal Device Assets and Video Conferencing technologies.
Also, you will contribute to timely responses and recommendations on support requests and continuous improvement strategies to customer problems and queries to deliver a high level of customer service and reduce lifecycle processes.
More specifically, you will
- Contribute to timely responses and recommendations for Level 2/3 support requests, and provide a valued customer experience for all BAE Systems Australia employees.
- Provide technical support for BAE Systems Australia's extensive computing fleet: desktop hardware and peripherals, mobile fleet, Personal Device Assets and Video Conferencing technologies
- Troubleshoot and provide information to enable resolution on Level 2/3 support requests and promptly allocate unresolved calls as appropriate
- Receive and handle requests for support, following agreed procedures and within Service Level Agreement (SLA) guidelines
- Manage customer expectations for the resolution of outstanding incident and service requests, advising customers in a timely manner of system downtime or interruptions
- Alert the customer or business to potential, or known problems that affect the quality of services provided
- Create and maintain process instructions and relevant documentation
- Work closely with the Hardware Asset Management team to ensure hardware and peripherals are managed in accordance with their lifecycle.
- Complete Classified Technical Support duties as required
- Assist with projects where allocated

About YOU
- Demonstrated experience (of at least 2-3 years) in a Level 2 or 3 IT Administrator/ Support role, preferably in a large corporate networked environment
- Proven ability to problem solve and troubleshoot with a focus on achieving objectives and ensuring effective outcomes
- An IT related Diploma, Microsoft Certification or equivalent is preferred

About US
You will be joining a workplace that truly cares about your wellbeing.
Our people are diverse and we value the variety of perspectives this brings, we know that a culture that is inclusive and fosters a sense of belonging is a place we can all make the most of our unique talents and be our best.
As Australia's largest defence company in a rapidly growing sector, you will be connected into a global team and encouraged to explore where your career might take you whether that is a traditional career path or squiggly one, there are infinite possibilities for you at BAE Systems Australia.
We are proud to be recognised as an employer of choice for women by WORK180.
As a member of the Circle Back Initiative we commit to respond to every applicant
Clearances
As a Defence security clearance is required for this role, applicants must be Australian citizens and either possess or be eligible to obtain and maintain appropriate clearances.
Further information regarding security clearances.