As a Technical Support Specialist, you will play a pivotal role in our Perth-based Technology Centre, providing level 1 support for Operational Technology (OT) and Information Technology (IT) production systems.
**Key Responsibilities:**
• Offer timely follow-up and resolution for production system faults.
• Proactively monitor and manage events to uphold critical production systems.
• Collaborate with dispatch, control, and support teams to resolve system faults efficiently.
• Rapidly deploy break-fix solutions to restore production system availability post-outages.
• Safely execute planned maintenance activities and minor improvement works.
• Maintain a focus on safety, customer value, and waste reduction.
• Manage computing peripherals, including hardware replacements and upgrades.
• Utilise ServiceNow for ticket management and escalation processes.
• Complete planned software installations and upgrades.
• Support BCP activities through regular backup facility checks.
**Requirements:**
• Self-motivated with strong communication skills.
• Proficient in problem-solving and troubleshooting.
• Technical aptitude in IT and/or OT environments.
• Detail-oriented with excellent prioritisation skills.
• Able to manage conflicting priorities and make decisions under pressure.
• Resourceful in escalating issues to higher support tiers for quick resolution.
• Enthusiastic about driving continuous improvement initiatives.
• Exposure to ITIL framework and ServiceNow is advantageous.
• Ability to work calmly under pressure and manage high workloads effectively.
**Desired Skills and Experience:**
• Basic understanding of Networks and Hosting systems.
• Familiarisation with Fleet Management Systems.
• Ability to isolate issues within layered systems.
In this challenging role, you will be responsible for ensuring the uptime and efficiency of our production systems. You will work closely with cross-functional teams to identify and resolve technical issues, and contribute to the development of processes and procedures that drive business outcomes.