Technical Support Analyst - Canberra, Australia - NEC Australia

NEC Australia

Verified Company

Canberra, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Rewarding career opportunity

Competitive salary and additional benefits
Canberra based role/ NV 1 needed
Full time permanent position with development pathways to further your career

Are you a problem-solver with a strong customer focus and ITSM knowledge? We are seeking a Triage Support Engineer with an NV1 clearance to join our team in Canberra.

In this role, you will be responsible for triaging service calls, providing first-level support, and managing support cases based on their priority and impact to our clients.

You will work across multiple technology teams, interact with various business functions, and contribute to the overall management and operation of our business.

Key Responsibilities:

Review and allocate service calls, liaising with support teams, internal and external stakeholders to ensure resolution within contractually agreed SLAs.
Triage cases ensuring that all the relevant information is captured and summarised in an effective manner;
Independently manage support cases based on priority and impact to the customer.
Work with support teams to ensure consistent and optimal approach to queue management and ensuring compliance against required deliverables.
Work with other team members to ensure delivery of Change Control and Reporting functions;
Provide assistance and advice to other support groups and management; and
Build and maintain productive relationships with internal and external stakeholders as well as Defence Industry partners.

Your skills and experience:

Knowledge of ITIL and ITSM;
Familiarity with ServiceNow or similar service management tool
Excellent communication skills;
High level of customer service skills;
Ability to work collaboratively within a team, contributing to building and maintaining a unique culture.

What NEC Offers:

If you are passionate about using your expertise to support the Defence industry and want to work in a dynamic team environment, we would love to hear from you.