IT Services Support - Workplace Technology

Second Level Technical Support Specialist

Responsible for 2nd level technical support for the Workplace Technology used by National Australia Bank colleagues. Provision of 2nd level technical support to investigation and resolve Printer/Printing issues from desktops/laptops used at NAB. Role also provides support for electronic staff locker systems and Visitor Registration Systems used at NAB.

Main Responsibilities:

• Provides 2nd-level technical support for:
• Desktop Print Services – using Lexmark Cloud print services
• Visitor Registration Systems – Time Data Security (TDS) hosted SaaS service
• Electronic Lockers – Vecos hosted SaaS service
• Represents the service(s) across the organization
• Accountable for the successful resolution of Medium and Low incident management records for users in relation to supported services
• Understands the end-to-end (E2E) technical service(s) including dependent components and infrastructure
• Accountable for the successful resolution of high, medium and low problems management records for supported services
• Contributes to technical incident bridges with internal staff and 3rd party suppliers.
• Collaborates with Workplace Technology SME's to ensure that projects handed to Workplace are delivered in accordance with stated strategic and tactical objectives.
• Identifies opportunities to drive efficiency through Automation
• Contribute to the tracking and reporting against agreed service KPIs, SLA's, Service Health and the contractual obligations of 3rd party Service Providers.
• Drives continuous technical improvement to the service ensuring Security and Architectural standards are adhered to.
• Maintains a high level of knowledge relating to the nominated services including roadmaps, pre-release features and the 2nd level impacts when considering implementation in the NAB environment.
• Maintains knowledge and understanding of the wider Workplace Technology portfolio and identifies opportunities to leverage complementary technologies to drive efficiency through effective consumption of existing toolsets.
• Contributes to the technical governance of service management processes including, incident, problem, change, configuration, capacity, continuity (DR), availability, asset, monitoring and alerting
• Asset lifecycle planning to ensure that the asset fits with the Groups standards and strategic direction
• Collaborate with 3rd party service providers, project services and service management to ensure high quality and successful transition of all service(s) changes
• Ensure adequate communication, knowledge sharing and issue resolution across delivery and support teams
• Stakeholder Management & management of stakeholder expectations
• Ensure appropriate data quality controls are in place across the portfolio
• Fulfil other tasks as assigned by your People Leader and/or authorized representative of NAB Vietnam from time to time.

Mandatory Technical Skills:

• 2-3 years' experience delivering printer support services to large scale enterprise deployments of macOS and Windows end-user platforms
• 2-3 year's administering large scale (physical and virtual) end-user environments for macOS and Windows.
• Experience (2+ years) delivering service in an enterprise ITIL environment
• In-depth understanding of the security challenges in complex EUC environments
• Strong awareness and understanding of hardware, networks, software technologies and applications
• Relevant industry certifications desirable.
• Strong business communication and interpersonal skills
• Proven ability to remain flexible to deliver business outcomes
• Tertiary qualification in a Technology discipline or related field
• Proven experience in coordinating multiple stakeholders and 3rd parties to deliver successful outcomes in a time sensitive environment
• Knowledge and understanding of industry trends and technology

The Benefits and Perks:

We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here's how we support our people with a range of exclusive benefits.

1. Generous compensation and benefit package:

• Attractive salary
• 20-day paid annual leave and 7-day paid sick leave
• 13th month salary and Annual Performance Bonus
• Premium healthcare for yourself and family members
• Monthly allowance for team activities
• Premium welcome kit and occasional gifts of appreciation
• Extra benefits on your work anniversary

2. Exciting career and development opportunities:

• Large scale products with modern technologies in the banking domain
• Clear roadmap for career advancement in both technical and leadership pathways
• Access to digital learning platform such as Udemy
• Consistent and high-quality leadership training through the Distinctive Leadership program (DLP)
• Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)
• Sponsored English course with native teachers
• Opportunity for training in Australia

3. Professional and engaging working environment:

• Hybrid working model and excellent work-life balance
• State-of-the-art & modern Agile office
• Food and beverages in the office pantry
• Employee Assistance Program to improve your physical and mental health
• Annual team activities and company events
• A solid and talented team behind you – great people who love what they do

A Diverse and Inclusive Workplace Works Better for Everyone:

We know that our people make us who we are. That's why we have built a culture of respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

Cloud-First:

NAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it's not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!

If this excites you, let's have a chat over a cup of coffee!