End User Support Coordinator

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it's all driven by human intelligence.

Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what's possible.

From manufacturing and engineering to cybersecurity and space, we're driving progress in some of the world's most important industries – and working together to build a future we can all trust.

OUR BENEFITS

• Competitive remuneration + Super + bonus
• Fitness Passport Discount – Access to a network of Gyms across AUS from $15 P/W
• Employee discounts with a number of affiliates (Travel, Car hire, Tech, Medical Insurance)
• Modernised Paid Parental Leave
• Veterans Leave
• Novated Lease options
• Family support through our partnership with Parents at Work
• Personal & professional training development opportunities
• Sonder – Wellbeing & Support Partner

OUR TEAM

This role is part of our corporate team, a central hub for Thales Australia. It's where our shared services – think finance, legal, HR, procurement – come together to make sure all teams across Australia have access to the business services they need. Cross-functional collaboration helps us build out Thales' capabilities – and helps us open up new career opportunities for employees all across the business.

YOUR ROLE

The End User Support Technical Lead is a critical role in supporting our customers across all Thales Australia sites with occasional travel.
This role is responsible for providing level 2 problem solving and troubleshooting incidents and problems. They will work closely with the Service Desk Team and the greater ISIT community to develop and uplift level 1 End User Support analyst skills and capability. The role will coordinate the supply of hardware stock across all Thales sites.

KEY ACTIVITIES AND RESPONSIBILITIES
As an End User Support Technical Lead, you are accountable for:

• Comply with and assist in the enforcement of Thales Security Policies and Procedures
• Responsible in leading the onsite End User Support Technicians for the delivery of service at site offices
• Providing onsite and remote Level 2 and some Level 3 technical support across network, server, desktop hardware, mobile devices, software and peripheral devices
• Administer stock inventory across all Thales sites
• Identify and develop continuous improvement opportunities including automation & AI
• Identifying improvements to technology use within ISIT
• Identifying Problems through the analysis of Incidents.
• Sound understanding of Desktop support Windows 10 and Windows 11 platforms
• Understanding of Active Directory, DNS, DHCP, and group policy
• Understanding of Microsoft 365 technologies and all Office Applications
• Installing, upgrading and supporting desktop operating systems and application software
• Supporting and maintaining desktops, mobile phones and other peripherals.
• Fulfilment and deployment of new or replacement hardware components, desktop and technology hardware and software components
• Assist in identifying training gaps with Level 1 support and provide the relevant training and knowledge sharing.

KEY KNOWLEDGE AND EXPERIENCE

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

• Minimum 5 years' experience in a heavy customer focus position involving strong technical knowledge and supporting an organisations' products and services
• Experienced in managing inventory of stock and shipping
• Working experience with ITIL methodologies
• Previous experience in leading small teams
• Strong troubleshooting and analysis skills
• Time-management skills in a like environment
• Ability to provide EUS on phones and face to face with all levels of the organisation
• Ability to work independently with set tasks and deliver outcomes
• Ability to identify, initiative and drive continuous improvement
• Eager to learn new skills and develop own career
• Good Problem solving and root cause analysis skills
• Good documentation skills
• Ability to travel between Thales sites as required
• Display passion, high performance, and a strong willingness to take ownership of tasks and responsibilities.
• Strong & clear communication skills
• Must possession of a C Class driver's license

It's easy to dismiss the perfect opportunity if you don't see yourself as the perfect fit. If this role feels right – no matter your background or personal circumstances – please introduce yourself or join our community. We're committed to supporting a diverse workplace, and that starts here.

We're proud to be endorsed by WORK180 as an Employer for All Women, but we know there's always more we can do. We'll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.

Read more about our WORK180 endorsement.