Digital Support Technician - Level 2 – Regional VIC - Wangaratta
About Us
Jemena is an Australian energy company who 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 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 responsibility and in addition to handling more advance issue perform system maintenance, updates, collaborate with other Digital support teams to drive resolutions on moderate to complex issues.
Delivery of the support is virtual (Phone, Chat, Video) and in person at regional sites. The 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 which 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 required
Your responsibilities include:
Technical support, Troubleshooting, and Request fulfilment
Customer support and communication
Knowledge management and documentation
Advance technical support
Intermediate to advance enterprise support systems and tools
Escalation management
Collaboration and AV technology
Project involvement (as technical resource)
Customer service skills
Ticketing systems preferably ServiceNow
Enterprise IT systems and administration tools such as Active Directory, Entra, Intune, SCCM
Remote support for both technical issues and user education
Previous experience in both virtual and on-site technical support.
Technical experience:
Advanced knowledge of Microsoft Windows Operating system and related core productivity apps.
Trouble shotting experience with Citrix
Office 365 management
AD, Entra, Intune
Hardware fundamentals and component failure troubleshooting
Proficiency in Network concepts and troubleshooting and understanding of protocols.
Certificate, diploma or equivalent experience
IT terminology and cybersecurity principles
ServiceNow ITSM or equivalent
ITIL v4 Foundation or equivalent experience
Microsoft Teams and SharePoint fundamental knowledge and exposure to management
Collaboration technology, Crestron, Poly, Microsoft Teams Rooms.
Awareness of field-based applications with specific operational requirements
Device preparation/setup and secure destruction Regulatory or compliance standards understanding and obligations which impact end-user facing teams e.g. FIRB, SOCI