Technical Support Specialist

**Title**:
Technical Support Specialist

**About KBR**:
**At KBR - We do things that matter.**

We deliver science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 38,000 people worldwide with customers in more than 80 countries and operations in over 29 countries.

KBR is proud to work with its customers across the globe to provide technology, value-added services, and long-term operations and maintenance services to ensure consistent delivery with predictable results. At KBR, We Deliver.

**KBR in Australia**

With over 65 years working on some of Australia's largest and most complex projects, KBR has unmatched experience supporting the nation's critical infrastructure, energy transition and national security priorities. KBR has around 2,000 employees throughout Australia, who are focused on delivering innovative technology and engineering solutions for a safer, more secure and sustainable future.

**Belong, Connect and Grow at KBR**

At KBR, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team's philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver - Together.

**The Opportunity**:
**Responsibilities**

**Service Operations**
- Monitor, log, and track user queries related to transactions, procedures, and system status.
- Respond to service requests and incidents in a timely and professional manner, in line with service level agreements.
- Maintain system access, user accounts, and standard configurations as per organisational policies.
- Assist in the setup and deployment of new hardware and software for end-users.

**Incident & Problem Management**
- Analyse and troubleshoot technical issues using standard procedures and tools.
- Identify recurring problems and contribute to root cause analysis and long-term resolutions.
- Document incidents, support steps, and outcomes in ticketing systems and knowledge bases.
- Support improvement of support services by sharing insights, trends, and suggestions with the wider team.

**Maintenance & Continuous Improvement**
- Contribute to continuous improvement of support processes and user experience.
- Provide input to internal documentation, user guides, and training materials.

**Collaboration & Communication**
- Work collaboratively with internal support and technical teams to ensure effective issue resolution and service delivery.
- Communicate clearly with users of varying technical skill levels, ensuring they feel supported and informed.
- Provide informal mentoring and guidance to junior team members as needed.

**Qualifications, Skills and Experience**

**Essential**
- Strong communication and interpersonal skills with a focus on customer service.
- Working knowledge of Microsoft Windows OS, Office 365 suite, and basic networking principles (TCP/IP, DNS, DHCP).
- Ability to follow standard operating procedures and escalate appropriately.
- Completion of an undergraduate degree in a relevant field **or** equivalent work experience (minimum 2+ years).

**Desirable**
- ITIL v3/v4 Foundation Certification.
- Experience using ITSM tools such as ServiceNow, Remedy, or similar.
- Familiarity with Active Directory, remote support tools, and mobile device management.
- Exposure to working in secure or classified environments (e.g., Defence or Government).
- NV1 or Baseline Security Clearance, or the ability to obtain one.

**Benefits of KBR**
- A workplace culture certified as a Great Place To Work (Aus, India, UK & US)
- Flexible working conditions
- Competitive salary (including annual reviews)
- Paid Parental leave
- Paid Reservist leave
- Income protection
- Corporate rewards
- Salary packaging/Novated leasing
- Discounted employee stock purchase plans
- Flu shots, skin checks and private health insurance discounts
- Career development: Online learning, mentorship and career pathways
- KBR acknowledges the Traditional Custodians of Country throughout Australia and their continuing connections to land, sea, community and culture. We pay our respects to Elders past and present._

LI-JAW1