Global Tier 1 Service Desk Technician

Global Tier 1 Service Desk Technician - KBR

We do things that matter. We deliver science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 38,000 people worldwide with customers in more than 80 countries and operations in over 29 countries. KBR is proud to work with its customers across the globe to provide technology, value added services, and long term operations and maintenance services to ensure consistent delivery with predictable results. At KBR, We Deliver.

KBR in Australia

With over 65 years working on some of Australia's largest and most complex projects, KBR has unmatched experience supporting the nation's critical infrastructure, energy transition and national security priorities. KBR has around 2,000 employees throughout Australia, who are focused on delivering innovative technology and engineering solutions for a safer, more secure and sustainable future.

Belong, Connect and Grow at KBR

At KBR, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team's philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver - Together.

The Opportunity

The Service Desk Technician I (Tier 1) serves as the first point of contact for end users across a global, follow the sun IT Service Desk. This role provides first line technical support for account administration, hardware, software, access, and authentication issues while ensuring incidents and service requests are managed effectively through established IT service management processes. The ideal candidate is customer focused, detail oriented, and comfortable working in a fast paced support environment. Success in this role requires strong communication skills, adherence to service levels, accurate ticket documentation, and the ability to collaborate effectively with colleagues and end users across multiple regions, time zones, and cultures. This is a permanent, full time opportunity based in Brisbane.

Responsibilities

• Provide first level technical support to internal and external customers via phone, chat and ticketing systems, resolving hardware, software, account and access related issues within agreed service levels.
• Diagnose, troubleshoot and resolve Tier 1 technical issues using established procedures, knowledge articles and standard operating practices.
• Support user account administration, password resets and multi factor authentication (MFA) requests.
• Create, manage and resolve incidents and service requests within ServiceNow, ensuring accurate documentation and compliance with ITIL processes and service level agreements (SLAs).
• Escalate complex issues to Tier 2 or Tier 3 support teams, providing comprehensive troubleshooting information to support timely resolution.
• Deliver a high standard of customer service by communicating technical information clearly and professionally to users with varying levels of technical knowledge.
• Contribute to the continuous improvement of support processes, knowledge articles, documentation and self service resources.
• Collaborate effectively with team members and stakeholders across multiple locations to support service delivery and major incident response.
• Participate in ongoing training and professional development to maintain technical knowledge and service excellence.

As the ideal candidate you will bring

• Essential Experience in a service desk, help desk, technical support or customer service environment.
• Experience using ServiceNow or a similar IT service management (ITSM) platform.
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Familiarity with Active Directory, Microsoft Entra ID, password management and multi factor authentication (MFA).
• Experience using remote support tools and collaboration platforms such as Microsoft Teams.
• Strong customer service, communication and problem solving skills.
• Ability to manage competing priorities while working independently and as part of a team.
• Desirable Certificate, diploma or associate degree in Information Technology or a related discipline, or equivalent technical training.
• Desirable CompTIA A+, ITIL 4 Foundation, HDI Customer Service Representative (CSR) or other relevant technical certifications.
• Desirable Experience supporting users in a large enterprise or multi region environment.

What we will offer you

• Flexible working
• Competitive salary (including annual reviews)
• Paid parental leave
• Income protection
• Corporate rewards
• Salary packaging/Novated leasing
• Employee stock purchase plans
• Flu shots, skin checks and discounted private health insurance
• Career development: Online learning, mentorship and career pathways

Shortlisting will take place as applications are received, therefore the advertisement may close early if a suitable candidate is identified.

As a Major Service Provider of the Australian Defence Force, an AGSVA security clearance will be required and compliance to International Traffic in Arms Regulations (ITAR).

KBR - Delivering Solutions, Changing the World

KBR brings together the best and brightest to deliver science, technology and engineering solutions that help governments and companies around the world accomplish their most critical missions and objectives. In everything we do, we are guided by our ONE KBR Values: We Value Our People - We create diverse, inclusive environments in which each person can feel safe, respected and valued, and where everyone has opportunities to grow and reach their full potential. We Deliver - We are uncompromising in our commitment to deliver innovative, high quality, technology led solutions for our customers and exceptional, sustainable value for all our stakeholders. We Are People of Integrity - We value honesty, trust, courage, fairness, prudence and tenacity. We believe doing what's right for the planet, the communities where we work, and our people is good for business. We Empower - We empower our people with a shared purpose, the right tools and the supportive culture they need to be proactive decision makers, to be adaptive to change, and to succeed. We Are a Team of Teams - We have a will to succeed, but we value the achievements of our team of teams over individual accomplishments. Our collective focus makes us a better, stronger, more effective company. We have also embedded environmental, social and governance (ESG) principles in every business operation and corporate function. Not only are we committed to operating safely, sustainably and equitably, but we are also committed to using our capabilities and expertise to help our customers accomplish their sustainability goals. Worldwide, KBR employs a diverse workforce approximately 29,000 people strong, with customers in more than 80 countries and operations in 40 countries. At KBR, We Deliver.