Device Support Analyst

Device Support Analyst

We are seeking a proactive and detail-oriented Device Support Analyst to join our IT team for a 6-month fixed-term contract to provide maternity leave coverage based in our Dingley (VIC) office. In this role, you will provide essential support to field technicians and manage mobile device services to ensure seamless operations across the business.

A leading provider of fire safety and security solutions, we at Chubb Fire & Security Australia are driven by a powerful purpose - to make the world a safer place. We start by living by our value of PROTECT PEOPLE FIRST and our culture is based on BUILDING GREAT LEADERS. We are an industry leader and part of the API Fire and Security group of companies.

Responsibilities

• Support Field Technicians: Assist with technical issues, Field Service setup, user configurations, and training as required.
• Device & Service Management: Oversee procurement, ABM & Knox enrolment, repairs, stock levels, recycling, and telecommunications services including IDD calling, global roaming, porting, name updates, and service modifications.
• System Monitoring & Documentation: Monitor device performance using tools like Intune and maintain accurate system documentation.
• Customer & Process Improvement: Contribute to achieving service levels, enhancing customer satisfaction, improving field efficiency, and driving continuous process improvements.
• Communication & Issue Resolution: Triage and respond to calls and emails, directing inquiries appropriately to ensure timely resolution.

Qualifications & Skills

Eligibility & Education:

• Australian Citizenship or Permanent Residency (mandatory)
• Bachelor's degree in Information Technology, Computer Science, or a related field

Experience:

• Minimum 2 years' experience in IT helpdesk or a fast-paced service delivery environment.

Desired Characteristics:

• Proficient in using IT applications, including both software and hardware.
• Familiarity with remote access software is advantageous
• Strong technical knowledge of mobile device management (MDM) platforms such as Intune, ABM, and Knox.
• Excellent troubleshooting and problem-solving skills.
• Ability to manage multiple priorities and work independently.
• Strong communication skills and a customer-focused mindset

What we will offer you:

• Our Employee Benefits Program offers discounts on travel, accommodations, retail, entertainment, and health and wellness services.

We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.

Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies.

We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.