Priority Response Specialist - Perth, Australia - Everi Pty

Description

The role involves providing both in-person and remote support for Operational Technology (OT) systems, ensuring smooth operations and proactive monitoring for critical production systems. Key responsibilities include engaging stakeholders, managing incidents, executing maintenance activities, and escalating issues when necessary. Ideal candidates possess strong customer service, problem-solving, and technical skills, with exposure to ITIL framework and ServiceNow being advantageous.

Keywords: Technology, Remote Operations, Support, Customer Service, Problem Solving

Our client is seeking a dedicated and enthusiastic Priority Response Specialist to join their dynamic team. This role offers an exciting opportunity to work within a globally recognised organisation, offering extraordinary career opportunities and a diverse, inclusive environment. The successful candidate will enjoy a flexible Lifestyle Roster, working 12 hour day and night shifts with two full weekends off out of four. This position is based in the Perth Technology Remote Operations Centre (TROC), providing crucial support across various assets.

• Work within a globally recognised organisation with extraordinary career opportunities
• Flexible Lifestyle Roster with additional benefits
• Based in the Perth Technology Remote Operations Centre (TROC)

What you'll do:
As a Priority Response Specialist, you will play a pivotal role in ensuring the smooth operation of our client's technology infrastructure. You will be responsible for providing both in-person and remote support for Operational Technology (OT) and Information Technology (IT) production systems. Your duties will include proactive monitoring & event management to ensure consistent delivery of critical production systems. You will also engage key stakeholders during events, incidents, and changes. Your ability to manage conflicting priorities alongside strong decision-making skills will be crucial in this role.

• Provide in-person and remote level 1 support for Operational Technology (OT) and Information Technology (IT) production systems from the Integrated Remote Operations Centre (IROC)
• Serve as the first point of contact for production system faults in the OT and IT environment
• Engage with IROC dispatch and control, Level 2 and Level 3 support teams, vendors, and other operational personnel to resolve production system faults
• Execute planned maintenance activities safely
• Scope and execute minor improvement works
• Manage computing and peripherals including hardware replacements and upgrades
• Raise ServiceNow tickets with technical detail and escalate to technical service teams and Vendor where required
• Complete planned/scheduled software installs upgrades i.e., patching, windows upgrades

What you bring:
The ideal candidate for the Priority Response Specialist role is a self-motivated and effective communicator with experience in supporting IT and/or OT in the workplace. You will bring strong customer service skills, problem-solving abilities, and technical aptitude to the role. Your attention to detail when logging calls/incidents and excellent impact assessment and prioritisation skills will be key to your success. Experience with application system support, basic understanding of Networks and Hosting systems, and familiarisation of Fleet Management Systems would be highly desirable but not essential.

• Strong customer service skills are essential
• Proven problem-solving and troubleshooting skills are required
• Technical / IT / OT aptitude and skill are necessary
• Attention to detail when logging Calls / Incidents, capturing relevant details is important
• Excellent impact assessment and prioritisation skills are needed
• Demonstrated ability to manage conflicting priorities alongside strong decision-making skills is desirable
• Resourcefulness in escalating to Level 2 and Level 3 support team after triage for quick resolution is beneficial
• Exposure to the ITIL framework and associated work management tools (ServiceNow) is highly desirable but not essential

Our client is a global leader in their field, committed to creating a safe work environment where employees feel strongly connected to their values and objectives. They recognise that they are strengthened by diversity and are dedicated to providing a work environment in which everyone is included, treated fairly, and with respect. They offer benefits to enable your work to fit with your life, including flexible working options, a generous paid parental leave policy, other extended leave entitlements.

What's next:
Don't miss this exciting opportunity to grow your career in a dynamic and supportive environment
Apply Today by clicking on the link

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Jacob Marr on for a confidential discussion.

The role involves providing both in-person and remote support for Operational Technology (OT) systems, ensuring smooth operations and proactive monitoring for critical production systems. Key responsibilities include engaging stakeholders, managing incidents, executing maintenance activities, ...
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