Job Title

Digital Support Technician - Level 2 Regional VIC - TraralgonAbout UsJemena is an Australian energy company that owns and operates over $11.5 Billion worth of gas and electricity transportation assets across Australia, supplying millions of households and businesses with essential services every day.About the role:The Digital Support Technician is responsible for providing comprehensive technical support to end-users, ensuring timely resolution of technical issues, and maintaining high levels of customer satisfaction. This role involves diagnosing and resolving a wide range of technical problems related to hardware, software, network, collaboration, and other digital services.Level 2 technicians encompass all Level 1 responsibilities and, in addition to handling more advanced issues, perform system maintenance, updates, and collaborate with other Digital support teams to drive resolutions on moderate to complex issues.Delivery of support is virtual (Phone, Chat, Video) and in person at regional sites. Site visits are required to regional offices within the Group (Jemena/Zinfra). This is an operational role with strict adherence to ensure delivery of services that meet business requirements.These roles are located in regional Victoria. Locations are Traralgon & Wangaratta.You will need to travel from one site to another for face-to-face support. A vehicle will be provided. These roles are located onsite 5 days a week. You will need to manage and plan your time accordingly.Full clean driving licence requiredYour responsibilities include:Technical support, troubleshooting, and request fulfilmentCustomer support and communicationKnowledge management and documentationAdvanced technical supportIntermediate to advanced enterprise support systems and toolsEscalation managementCollaboration and AV technologyProject involvement (as a technical resource)Customer service skillsTicketing systems, preferably ServiceNowEnterprise IT systems and administration tools such as Active Directory, Entra, Intune, SCCMRemote support for both technical issues and user educationPrevious experience in both virtual and on-site technical support.Technical experience:Advanced knowledge of Microsoft Windows Operating System and related core productivity apps.Troubleshooting experience with CitrixOffice 365 managementAD, Entra, IntuneHardware fundamentals and component failure troubleshootingProficiency in network concepts and troubleshooting and understanding of protocols.Certificate, diploma, or equivalent experienceIT terminology and cybersecurity principlesServiceNow ITSM or equivalentITIL v4 Foundation or equivalent experienceMicrosoft Teams and SharePoint fundamental knowledge and exposure to managementCollaboration technology, Crestron, Poly, Microsoft Teams Rooms.Awareness of field-based applications with specific operational requirementsDevice preparation/setup and secure destruction regulatory or compliance standards understanding and obligations which impact end-user facing teams e.g. FIRB, SOCIWhy you should come and work for usOur people are our greatest strength and inspiration, so having various flexible working options, paid parental leave, and leave purchase plans amongst many other benefits are key foundational elements on which we have built our success. We are passionate about what we do, and we are proud of who we are. Safety is the cornerstone of our organisation, and respect for community and country is the keystone that locks in place our Group Values.Diversity/InclusionWe understand and value the multiple strengths and contributions of a diverse workforce, the ability to hybrid where possible, and our Reconciliation Action Plan is a demonstrated commitment to employment, business, and partnership opportunities with Australias First Peoples. We actively encourage applications from Aboriginal and Torres Strait Islander Peoples.When you join Jemena, you become part of our diverse, inclusive, and passionate team, where you can be your committed self.Recruitment ProcessAs part of Jemenas recruitment process, you will be required to undergo pre-employment checks.Notice to Third Parties:Jemena does not accept unsolicited resumes (or liability associated with fees or costs) from recruitment agencies, search firms, or third parties. Interested candidates are welcome to submit their application independently. #J-18808-Ljbffr