Digital Support Technician - Level 2 – Regional VIC - Traralgon

Digital Support Technician - Level 2 – Regional VIC - Traralgon

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. Location is Traralgon. 

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

Why you should come and work for us 

Our 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/Inclusion  

We understand and value the multiple strengths and contributions of a diverse workforce, the ability hybrid where possible, and our Reconciliation Action Plan is demonstrated commitment to employment, business, and partnership opportunities with Australia’s 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 Process 

As part of Jemena’s 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.