Technical Support Associate

1 week ago

Sydney, New South Wales, Australia Blackhawk Network Full time

Overview:

- At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies and network that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty, and revenue. We believe our future holds great things for Blackhawk Network and its partners._
- We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring_

**As a Technical Support Associate you will provide an excellent customer experience to each employee by ensuring proper computer operation and system access, so employees can accomplish business needs.**

**Please note this role operates from our North Sydney office and on a hybrid work model.**

**Responsibilities**:

- Provide Tier 2 support for escalated requests from Remote Service Desk Technicians in a courteous and professional manner
- Manage escalated incidents and resolve the incidents working with Remote Service Desk team to capture details in knowledgebase articles for future reference
- Access software updates, drivers, knowledge bases, diagnostics utilities, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution
- Perform post-resolution follow-ups to all help requests
- Record, track, and document incident requests to final resolution
- Asset Management tracking as equipment is deployed / returned to stock/ retired
- Provide VPN connectivity support for remote personnel
- Support all network printers and desktop peripherals
- Experience with supporting VLANS, DHCP, DNS, Security policies, Layer 7 firewalls, and site to site VPN's

Qualifications:

- Relevant End User Tier 2 support experience
- LAN\WAN networking experience
- Experience working in a team-oriented, collaborative environment
- Knowledge of computer hardware, including laptops, desktops and peripherals (PC & Mac).
- Experience with desktop (PC & Mac), server, and mobile operating systems (Windows 7/10, MAC OS, Windows Server, Android and iOS).
- Application support experience with Office 365 Business Applications and Services, MS Office, Outlook, One Drive, SharePoint, Teams
- Experience supporting Global Protect, Symantec Endpoint Protection, and various Adobe products
- Experience using ServiceNow for Incident tracking and Asset management
- Knowledge of JAMF for Mac management and imaging
- Knowledge of Microsoft SCCM for PC management and imaging
- Working knowledge of a range of computer diagnostic tools utilities and support tools including Windows Performance Monitor, Windows Resource Monitor, and Beyond Trust Bomgar
- Able to maintain and track stock inventory
- Excellent written and verbal communication skills.
- Strong interpersonal skills, with a focus on rapport-building and active listening
- Highly self-motivated and directed

EEO Statement:

- You'll work with some of the nicest, most intelligent and down to earth people here at Blackhawk Network APAC: we are made up of a diverse range of passionate people who love challenging the status quo. Every day is different, but what is constant is we enjoy what we do, we work hard and we have fun along the way. We have a flexible working policy and we encourage our teams to embrace flexibility in how their team members manage where and how they work. We want you to be able to work in a way that drives productivity, efficiency and outcomes; along with connection and collaboration._

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