Onsite Technical Support
External
Eml · Adelaide, South AustraliaPrepare for this interview
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About the role
As part of our diverse team based in Adelaide, you will help make a positive impact on someone's life every day. You will feel great satisfaction knowing your talent and hard work has a purpose. As our Onsite Technical Support, you will provide a single point of contact for customers and users, delivering second-level technical support, guidance, and timely restoration of normal service. You'll also assist with the setup and delivery of new services, ensuring a seamless experience for our users. This role operates in a fast-paced, customer centric environment where flexibility, strong communication, and effective time management are essential. You'll balance multiple competing priorities while maintaining a focus on service quality and responsiveness. This will be a permanent, full-time position based in the Adelaide office.
Responsibilities
- Provide advanced second-level support for hardware, software, network, and application issues, ensuring timely incident resolution and minimal disruption.
- Manage user accounts, system imaging, and software deployment while maintaining up-to-date hardware and software inventories.
- Troubleshoot and resolve complex technical issues, escalating to the correct resolver groups when necessary.
- Support network and mobile device management (MDM), VPN troubleshooting, and adherence to IT security standards.
- Maintain accurate documentation, update knowledge base articles, and analyse ticket trends to identify recurring issues.
- Assist with user onboarding, training, and mentoring of Level 1 staff to build team capability and consistency.
- ABOUT YOU
- Minimum 3 years' hands-on experience in a similar IT support or technical role within a fast-paced environment.
- Full Australian working rights without restriction.
- Strong technical knowledge of desktop hardware, Windows 11, Linux endpoints, Microsoft 365, VPN, MFA, printers, and mobile devices.
- Skilled in troubleshooting, remote access, and system administration using tools such as Active Directory, SCCM, Entra ID, and MDM solutions.
- Experienced in user provisioning, device setup, SOE management, and imaging, with the ability to liaise effectively with vendors and stakeholders.
- Excellent communication, multitasking, and customer service skills, with a structured and organised approach to resolving technical issues.
- ITIL v4 certification essential; additional qualifications such as Microsoft 365 Administration highly regarded.
Benefits
Additional Information
EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey . We continue to experience ongoing growth and now have over 4,000 dedicated employees . We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.
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