• Benefit from a competitive 15.4% superannuation contribution.
• Join a diverse team dedicated to innovation and customer excellence
• Melbourne based

With ASIC, you are choosing to be a part of a collegial and stimulating organisation transforming Australia's financial system. A career at ASIC will broaden and deepen your already accomplished knowledge, skills, and abilities. By working on cutting-edge issues, you'll make a difference to our goals, Australia's economic reputation and well-being, and your own career aspirations. At ASIC, you can be the change that ensures a fair, strong, and efficient financial system for the benefit of all Australians.

Your Team
The Chief Technology Office provides a wide range of IT facilities and support services to ASIC. Regional Onsite Support is a national team that is part of the wider Service Operations & Enablement group providing IT services to ASIC. We have embarked on a major digital transformation journey to ensure ASIC is a 'best in class' regulator supporting the Australian financial markets. We are undertaking major technology projects that will transform our business and continue our significant technology transformation in several areas, such as modern digital workplace, mobility and security, and cloud-based systems, with an increased focus on data sharing, analytics, and automation.
Role Purpose
The purpose of this role is to provide face-to-face second-level support in the ASIC site offices for user IT needs, as well as remote support for users working from home or interstate. As part of the team, you will contribute to national IT projects, provide level three support assistance, and continually upskill your IT knowledge for career progression. This position is primarily located in our offices and is an on-premises role.
Your Role

• Provide second-level support for ASIC's systems and production environments, collaborating with IT resolver groups to complete incident tickets and service requests.
• Take ownership of customer issues and requests, proactively managing a positive client experience and ensuring results are communicated clearly.
• Document processes and initiatives to enable effective IT operations.
• Actively participate in project activities, national rollouts, offsite support, and major initiatives.
• Assist in providing rapid VIP support for Commission and Senior Executives nationally.
• Action the team's ticket queues and subsequent resolution actions.
• Develop relationships with business and IT stakeholders across various locations.
• Improve first-call resolution by providing technical guidance to first-level Service Desk technicians.
• Maintain, update, and support mobile end-user devices, including Microsoft Surface laptops, i Pads, and i Phones.

Qualifications and Experience

• Proven experience in a technical support role, supporting large numbers of users nationally.
• Ability to effectively utilise Ivanti or similar IT Service Management tools.
• Tertiary qualifications in Information Technology or relevant industry experience.
• Exposure to and use of Microsoft Active Directory.
• Ability to approach technical issues in a logical and common-sense manner.
• Experience providing guidance and support to business users, troubleshooting issues, and delivering services within SLA timeframes.
• Experience supporting users both remotely and face-to-face.
• Excellent written and oral communication skills and strong stakeholder relationship management.
• Experience with Active Directory, Win10/11 laptops and workstations, M365, Azure Virtual Desktops, and i OS.
• Experience in M365 Power Apps, Intune, Netskope, and Video Conferencing is highly desirable.
• Knowledge of Azure AD and AWS is advantageous.
• Experience analyzing processes and evolving them using automation is highly desirable.

Want to Know More?ASIC offers flexibility and is committed to a diverse and inclusive workplace. To learn more about building your career with ASIC, refer to the ASIC Careers Guide on our Careers at ASIC website. In accordance with the Australian Government Security Policy, all personnel engaged by ASIC must complete a security assessment (ASIC Suitability and Baseline assessment). Australian citizenship is also required.