Positions Vacant

About the role

We're looking for an End User Support to join our growing Information Technology team at EastLink. This role provides level 2 and 3 technical support across all departments, ensuring smooth operation of Information Communication and Technology Systems.

Key responsibilities

• Provide Level 2 and 3 technical support and act as the escalation point for the Managed Service Provider, working with vendors and internal stakeholders to resolve desktop, cloud, telephony, and security-related issues while ensuring the effective delivery of end-user technology services

• Serve as the escalation point for complex workplace technology issues managed by the Managed Service Provider (Level 2 and 3)

• Produce system reports, analyse data, and provide authorised information to internal stakeholders and third-party vendors

• Develop and maintain knowledge articles, technical documentation, and support procedures while identifying opportunities to improve processes, reduce recurring incidents, enhance service delivery, and promote self-service

• Support system enhancements by gathering business requirements, participating in testing activities, and managing defects

• Assist with the implementation of new technologies, system improvements, and the development of operational procedures

• Take ownership of assigned incidents, ensuring timely resolution of technical issues while proactively identifying, escalating, and mitigating risks relating to IT systems, applications, and service delivery

• Maintain accurate documentation and support compliance requirements to minimise operational and KPI risks

• Participate in change, incident, and problem management processes to minimise business disruption and ensure service continuity

About you

Qualifications

• Bachelor's degree in information technology, computer science, software engineering or related discipline (desirable), or equivalent industry experience

• Microsoft certifications and Cisco Webex certifications, demonstrating proficiency in desktop support and telephony technologies

• ITIL - Foundation Certification, Knowledge or practical experience

Experience

• Minimum 3-5 years' experience in an End User Support, Desktop Support, Information Communication Technology Support, or similar IT support role

• Experience supporting Windows desktops, laptops, and end-user devices

• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN

• Experience supporting Microsoft 365, Intune, and MS Teams environment and other business applications

• Knowledge of desktop hardware, peripherals, diagnostics, and device replacement

• Experience providing remote technical support to onsite and remote users

• Understanding of cyber security principles, including firewalls, antivirus, and secure access

For details about this position, including how to apply, please read the following:

End User Support - Employment Information Kit

About the role

• We are seeking team members available to work 5 hours per day, 5 days per week on a rotating roster.

• As a Customer Service Operator, you’ll be the voice of EastLink for our customers.

• You’ll handle inbound calls, understand what our customers need and use your knowledge and systems to provide accurate information and resolve enquiries.

• Every call will be different, so you’ll need to think on your feet, listen carefully and find the right solution.

• You’ll be supported by experienced Team Leaders and Coaches, with comprehensive training to set you up for success.

Additional details

• Ringwood location
  Our Contact Centre is conveniently located in Ringwood and close to public transport.

• Monday to Friday
  Our Contact Centre operates between 7:00am and 6:00pm, Monday to Friday. There is no weekend work; however, you must be available to work shifts up until 6:00pm.

• December & January availability
  Availability throughout December and January is an essential requirement of this role. This is a particularly important period for our business, so applicants must be able to commit to working during these months.

• Paid training
  You’ll receive two weeks of full-time paid training to give you the knowledge, skills and confidence to get started.

What’s in it for you?

Joining EastLink means more than just a job. You’ll have access to:

• Employee Toll Reimbursement

• Health & Wellbeing Program

• Rewards & Recognition

• Ongoing Training & Development

• Employee Assistance Program (EAP)

• Competitive salary

For details about this position, including how to apply, please read the following:

Customer Service Operator (part-time)- Employment Information Kit