Workplace Engineer

Vicinity Workplace Engineer

We're reimagining the way Australians live, work, and play. We own and manage some of the most recognisable and loved retail destinations across Australia. We're evolving our portfolio into destinations that offer a broad selection of retail, residential, and office spaces. Through our diverse portfolio, data-led decision-making, and nationwide development pipeline, we do things differently. We are Vicinity.

Role Purpose

The key purpose of the Workplace Engineer role is to ensure end-user computing services are effectively supported, maintained, and optimised by applying industry best practices, adhering to organisational policies and procedures, and delivering exceptional service. This role focuses on managing and improving the operational aspects of end-user services, including second-level support, to ensure they are functioning efficiently and meet defined performance benchmarks. The Workplace Engineer collaborates closely with the broader team to monitor service delivery, identify opportunities for improvement, and ensure processes are followed to maintain consistent service quality. This role is critical in maintaining a seamless end-user experience by addressing technical issues promptly, implementing enhancements, and fostering a customer-focused approach. Through strategic planning and operational execution, the Workplace Engineer contributes to the organisation's commitment to providing reliable and innovative technology solutions to its stakeholders.

Key Accountabilities

• Deliver second-level support for end-user computing services, ensuring timely resolution of technical issues and maintaining high service quality.
• Monitor and maintain end-user devices and systems, implementing updates and patches to enhance performance and security.
• Conduct troubleshooting and problem-solving activities to address complex user challenges.
• Ensure adherence to industry best practices and organisational policies in the maintenance of end-user services.

Service Delivery & Process Optimisation

• Collaborate with teams to monitor and improve service delivery, ensuring defined metrics and benchmarks are consistently met.
• Identify opportunities for process enhancement and implement continuous improvement initiatives to optimise service effectiveness.
• Support the management and utilisation of IT tools and systems, enabling streamlined workflows and efficient end-user operations.
• Contribute to the development and enforcement of standards and procedures to maintain service consistency.

Stakeholder Engagement & Collaboration

• Work closely with internal teams, stakeholders, and vendors to ensure effective coordination and communication in service delivery.
• Foster a customer-focused approach by addressing user needs promptly and professionally.
• Assist in the development of training and guidance materials to improve end-user knowledge and engagement.
• Collaborate on projects to support the organisation's technological advancements and strategic objectives.

Key Role Relationships

• Core Technology
• Business Unit SMEs
• Broader Technology Team
• Internal & External Stakeholders & Customers

Experience & Capabilities

Essential Experience (What You Have Done)

• Proven experience in second-level support and troubleshooting of end-user computing devices, systems, and applications.
• Demonstrated ability to maintain and optimise end-user services, including the implementation of updates, patches, and enhancements.
• Experience in collaborating with teams to meet defined metrics and benchmarks for service delivery.

Critical Knowledge (What You Need To Know)

• Strong understanding of industry best practices for end-user computing support and maintenance.
• Proficiency in IT tools and systems, including remote support platforms and asset management solutions.
• Knowledge of IT service management practices, including incident and problem resolution processes.
• Awareness of emerging technologies and trends relevant to end-user computing and workplace solutions.

Capabilities (What You Can Do)

• Excellent analytical and problem-solving skills for identifying and addressing complex technical challenges.
• Strong collaboration and communication skills to work effectively with teams, stakeholders, and vendors.
• Ability to develop and implement process improvements to optimise service delivery.
• Proficiency in managing competing priorities and delivering high-quality results within set timelines.
• Skilled in fostering a customer-focused approach to ensure exceptional end-user experiences.
• Commitment to staying updated on technology advancements and continuously improving workplace solutions.

Personal Attributes (Who You Are) You consistently demonstrate and role model the behaviours that bring the Vicinity values to life:

Respect:

• We listen to and acknowledge each other's views
• We have difficult conversations with care

Integrity:

• We back our words with the right actions
• We do the right thing, no matter the situation

Customer Focus:

• We nurture a genuine connection with our customers
• We consider customer needs when making decisions

Collaboration:

• We invite the right people to the table
• We balance consensus with decisive actions

Excellence:

• We always strive to improve
• We share our challenges and celebrate the wins

Why Vicinity?

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised. This includes:

• Flexible working options
• Birthday leave & purchased additional leave
• $1,000 worth of VCX securities rewarded for eligible team members
• Internal mentoring program
• Generous Parental Leave

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence. They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect. At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you'd like to speak to someone to understand what it's like firsthand to work here, please reach out to our Talent Acquisition team. We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team: Email: talent.acquisition@vicinity.com.au Phone: +61 3 7001 4000 (request to speak to our Talent Acquisition team) Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.