It Desktop Support Engineer

Company description:

We keep millions of people moving every day and continue to be Australia's leading transport fuel supplier and convenience retailer. Our business is dynamic and often technical, and we rely on talented people who seek to find solutions. Whatever your journey, we're the fuel that gets you there. Ampol, Australia's own.

Job description:

• On-site IT Desktop support for the Ampol Melbourne team
• Part Time Hours, Monday-Wednesday from Melbourne CBD location

About Ampol   

Here at Ampol, we are proud of our heritage as Australia's only owned fuel brand. Fuel may be the foundation of our business, but our motivation and purpose come from the people, industries, and communities we engage with. From our origins until today, we've always been inspired by the role we can play in people's lives - to keep them moving, to make journeys happen.  

In the next few years, Ampol will be evolving our energy offering to ensure we continue to meet the ongoing needs of our customers whilst best leveraging marketplace opportunities as they arise. We are investing in our infrastructure and people to ensure that we can continue to provide, safe, reliable, and competitive supply to our valued customers.  

For over 100 years we have supported Australians to travel far and wide, and we'll be here for 100 more powering better journeys.

The role:

As a business that never stops transforming, our people are challenged with making it happen. Whether it's dreaming up big ideas, questioning the norm, or solving complex problems, we are tasked with making an impact on the business that will take us into the future. Our collaborative culture means effective decision making informed by diverse thinking, cross functional-working teams and access to experts across our business.

People are at the heart of our success, and we have a current opportunity for a Desktop Support Engineer to provide face-to-face, on-site IT support and guidance to our users across all technology platforms in Melbourne; including but not limited to; Computers, Phones, Tablets, and video conferencing facilities.

This is a permanent, part-time role based onsite at our Melbourne CBD office, 3 days per week (Monday to Wednesday).

Key duties: 

• Provide technical support for IT issues and incidents, including floor walking support to customers, and handling escalations from Service Desk customers to resolution
• Manage IT Tech Bar appointments and walk-ins to enhance the experience and reduce wait-times for our customers
• Manage customer expectations regarding issue resolution in a complex environment
• Investigate technical issues to determine root cause and provide a resolution
• Assist with technology issues in meeting rooms providing on-site hands and feet support and incident management for meeting room AV equipment
• Identify and be alert to major incidents that may occur, ensuring that these are raised through the standard channels for analysis and resolution
• Provide remote technical support as required for other locations across Ampol Technical support within a modern Microsoft user environment (O365, Microsoft MDM\Intune administration) and assisting with iPhone and iPad configurations
• Provide on-site hands and feet support to server teams and networking teams in the event of an incident requiring physical intervention
• Promote and ensure that agreed support processes are used by customers (eg Ampol IT ServiceNow portal for self-service requests and ticketing)
• Work with Release and Transition manager to support the roll out of new/changed services, and manage deployment of assets to end users

About you:  

• Minimum 5 years' experience in End User Computing Support roles
• Proven experience providing IT support in a large and complex environment, facilitating the resolution of escalated issues, promoting collaborative relationships, and having an ability to accurately identify and raise emerging issues
• Working knowledge of IT Service Management Processes, focusing on Incident management and Service request fulfilment
• Recent practical experience in IT field support and escalation management
• Demonstrated experience in Microsoft MDM\Intune administration
• Knowledge & experience within IT infrastructure services, in particular the operation and support
• Excellent communication and proven experience in building relationships

We'll take you further by:

• Our total remuneration is competitive. This is across base salary, a performance incentive, employee share offers and a 25% discount on Fuel for two privately used cars!
• We value recognition. We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values.
• Career development and learning opportunities including LinkedIn Learning and other tailored training solutions.
• Paid Parental Leave - up to 12 weeks paid Parental leave, and up to a year off (unpaid). In addition to the 12 months of unpaid parental leave, employees may apply for a further 12 months of unpaid parental leave (a total of 24 months for each birth)
• BabyCare Package - financial and flexible support for parents transitioning back to work.
• Need some wheels? Novated Lease options are available.
• Invest in your future with the Employee Share Scheme
• Leave Options - We offer wellbeing leave and leave purchasing.
• Care for your Community. Spend one paid day a year volunteering with one of our Ampol Foundation partners.

We're an equal opportunity workplace. We not only embrace diversity and inclusion; we celebrate what makes you unique. We welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders (including if you identify as transgender). We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol.

If we've got your interest, we encourage you to submit an application because we would love to tell you more. Click ‘Apply Online' below to register your interest.