What you get to do in this role

• Utilise your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
• Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
• Own and bring to conclusion high-impact customer escalations by working with cross-teams.
• Provide quarterly business updates to Senior Leadership.
• Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to customers.
• Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.
• Participate in weekend and holiday on-call rotation as required.

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

• The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 

What you get to do in this role

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Specifically, the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers' expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and non-technical projects.
• Communicating with customers and our teams through case, phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.

• Provide ongoing coaching and mentoring to Case Managers (and/or external stakeholders) on the claims management process, enabling them to provide exceptional customer service to clients, including guidance on handling communication with clients relating to the management of their claim and attending to client’s enquiries;
• Being the escalation point for technical advice for Case Managers, undertake duties including:
  • Authorise and review claims (and associated benefits payments), including where above delegated authority of Case Managers;
  • Interpretation and advice regarding hypothetical claims scenarios;
  • undertake quality assurance reviews of claims files;
  • provide advice on the technical interpretation of policies and contract requirements; and
  • take accountability for the resolution of customer complaints or requests for decision reviews (within authority);
• Continuously support the Claims Team Manager (or Senior Claims Specialists), including acting as the second-in-charge for the relevant Claims Team, triaging of claims files to Case Managers, providing feedback to the Claims Team Manager on the successes and development opportunities for Case Managers, as required;
• Liaising with internal and external stakeholders, to ensure the timely and quality management of claims, including participating in case conferences, peer case discussions and working closely with the Claims Technical Training team to identify and develop training package needs;
• Generation of reports for the Claims Team and Claims Leadership Team (such as Traffic Light reports), to enable the efficient and effective management of the team;
• Continuously reviewing Claims processes and frameworks to seek out opportunities for improvement in the overall claims experience for customers;
• Participate in business area and/or Company projects as required

About this opportunity

The National Technical Manager forms part of the VPS operations team reporting to the national operations manager and supporting all sites in Australia as well as on request support for the sites in New Zealand.

Your key responsibilities will be to:

• Being the subject matter expert on maintenance processes.
• Being the expert on the MEX maintenance system.
• Monitoring and reporting on maintenance KPIs and taking action when KPIs are off track.
• Working with the sites to continually review and improve the maintenance schedule.
• Identification and optimisation of critical and non-critical spare parts for the VPS operations.
• Ensuring site stocktakes of spare parts are done on time and accurately.
• Ensure all sites spare parts are properly laid out with excellent 5S and control to a standard process.
• Management of the central spare parts including the shipping of critical parts to sites when needed, the re-order of these parts and charging to the relevant sites
• Training of site managers, supervisors and technicians
• Arranging all OEM regular service visits, including post-visit reviews and closing out of the actions arising.
• Supporting the sites with technical advice or coordination when they need help.  This includes outside of normal work hours.  
• Owner of the plant SCADA and PLC systems, developing expertise and optimising the use and performance of the system.

Your skills and experience

To be successful in this role, you’ll have:

• Experience in FMCG manufacturing environment in maintenance or line management.
• Strong numerical capability.
• Strong interpersonal skills and empathy to influence across the stakeholder group.
• Strong maintenance and engineering capability
• Strong on IT systems, in particular Excel and MEX (MEX can be learned on the job). 
• The ability to think logically and laterally will be supported with the VPS Operational Excellence problem solving process to get to solutions and implement them
• Focusing on facts and data is essential, as is working with others to find solutions.

The Queensland Micro- and Nanotechnology Centre (QMNC) conducts and facilitates cutting-edge research in nanotechnology, microtechnology, and micro and nanosystems – work set to transform the future of climate science and the health and energy sectors. Our research activity spans physics, chemistry, molecular biology, applied mathematics and engineering.

The Technical Operations Specialist role involves maintaining facility equipment with technical expertise, offering high-level operational, scientific, and technical support, and providing training and supervision to frequent users. As a Technical Operations Specialist, you will be an expert in your assigned equipment as a "tool owner" and possess comprehensive knowledge of all other equipment within the facility. Join us to ensure the seamless operation and advancement of our cutting-edge microtechnology processes.

The Technical Operations Specialist is responsible for;

• Leading the operation and optimisation of advanced fabrication tools, enabling cutting-edge research and development.
• Providing high-level operational, scientific, and technical support, including training and supervision for frequent users.
• Managing and maintaining class 1000 and class 100 clean rooms and operating advanced micro/nano-fabrication and testing equipment.
• Overseeing facility-specific procurement, equipment repair, maintenance, and access processes, ensuring compliance with QMNC procedures and OH&S standards.
• Offering expert advice to researchers and clients, contribute to research projects, and stay updated with the latest advances in techniques and research.

About you
The ideal candidate will possess a Bachelor’s degree or higher in material science, chemistry, physics, engineering, or a related discipline. Additionally, the candidate should have extensive experience in a senior scientific role, or an equivalent combination of relevant experience and education/training.

This position requires a highly skilled professional with a strong foundation in their field and the practical experience necessary to excel in a dynamic research environment.

You will also have:

• Extensive experience in process development and optimisation within a semiconductor cleanroom environment, ensuring equipment operates at peak performance for advanced micro/nano-fabrication applications.
• Proven expertise in training and certifying users to independently operate specialised semiconductor equipment, enabling efficient and safe utilisation of cleanroom resources.
• Strong understanding of semiconductor characterisation techniques, with the ability to analyse and interpret data to inform process improvements and troubleshoot fabrication issues.
• Demonstrated ability to troubleshoot and resolve process issues, providing innovative solutions to enhance fabrication yield and ensure consistency in results.
• Commitment to maintaining compliance with OH&S standards, cleanroom protocols, and process documentation, with a focus on fostering a safe and high-performing work environment.

What we can offer
This is a fixed term (three year), full time position and will be primarily based at the Griffith University Nathan campus. As Griffith is a multi-campus University you may be required to work across other campus locations.

Griffith University’s campuses are located on the lands of the Yugarabul, Yuggera, Jagera, Turrbal, Yugambeh and Kombumerri peoples.

Salary Range
The full time equivalent base salary will be HEW Level 7 range $98,603.20 - $106,825.90 per annum + 17% superannuation. The total FTE package will be in the range $115,365.74 - $124,986.30 per annum.

• Provide ongoing coaching and mentoring to Case Managers (and/or external stakeholders) on the claims management process, enabling them to provide exceptional customer service to clients, including guidance on handling communication with clients relating to the management of their claim and attending to client’s enquiries;
• Being the escalation point for technical advice for Case Managers, undertake duties including:
  • Authorise and review claims (and associated benefits payments), including where above delegated authority of Case Managers;
  • Interpretation and advice regarding hypothetical claims scenarios;
  • undertake quality assurance reviews of claims files;
  • provide advice on the technical interpretation of policies and contract requirements; and
  • take accountability for the resolution of customer complaints or requests for decision reviews (within authority);
• Continuously support the Claims Team Manager (or Senior Claims Specialists), including acting as the second-in-charge for the relevant Claims Team, triaging of claims files to Case Managers, providing feedback to the Claims Team Manager on the successes and development opportunities for Case Managers, as required;
• Liaising with internal and external stakeholders, to ensure the timely and quality management of claims, including participating in case conferences, peer case discussions and working closely with the Claims Technical Training team to identify and develop training package needs;
• Generation of reports for the Claims Team and Claims Leadership Team (such as Traffic Light reports), to enable the efficient and effective management of the team;
• Continuously reviewing Claims processes and frameworks to seek out opportunities for improvement in the overall claims experience for customers;
• Participate in business area and/or Company projects as required

Whiskey & Wealth Club

Salary: $73,150 + Super

Job Type: Full-time

Location: Sydney, Australia

The successful candidate's duties and responsibilities will include, but are not limited to:

• Build and promote strong, long-lasting customer relationships by partnering
• with them and understanding their needs
• Identify emerging markets and market shifts while being fully aware of new
• products and competition status
• Be role model to account executives and help new account executives ease in to
• the team
• Compile prospective client businesses using directories and other sources
• Demonstrate strong whiskey knowledge to present to prospect clients in a
• professional manner
• Compliant with FCA regulations
• Work with different teams within the business to identify new opportunities to
• develop sales pitches
• Understand and demonstrate the art of whiskey tasting and showcase to clients

Key skills and competencies:

• Relevant BSC degree (other qualifications may require additional experience
• referred to below)
• At least 1 year previous experience as a sales representative
• At least 5 years previous experience as a sales representative if the candidate
• holds qualifications not deemed as relevant
• Demonstrated ability to communicate, present and influence credibly and
• effectively at all levels of the organization
• Proven ability to drive the sales process from plan to close
• Strong business sense and industry expertise

First Focus is Australia's best mid-market Managed Service Provider, bar none. We are growing fast and now have over 270 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a stable and very focused company, with over 15 years of consistent growth and we're continuing to win new clients and evolve our solutions.

We pride ourselves on being a genuinely great place to work, with a dynamic culture, clear vision and strong leadership. We only hire the best people and are a looking for an exceptional IT professional with a deep understanding of both Managed Services and the needs of mid-tier clients.

We are looking for the best MSP-specialised Service Desk professional in Perth, Australia. Why would such an amazing person consider coming to First Focus? What makes First Focus better than where you are today?

• We understand the challenges of Service Desk specialists and work with you and our clients to make sure you still get the time and the opportunity to train and develop
• We seek the best clients for our team to work with as well as the best people to support our clients
• We know that great Service Desk professionals value different things to field support (for example) - daily variety, great customer relationships and new challenges
• We find and retain the best. Best Service Desk, best Managers, best Project Engineers, best team!

Duties

• Providing remote service desk support to a variety of environments from 10 - 500 users, working a later shift that starts at between 9:30am and 10:30am, depending on daylight saving time in the eastern states
• Supporting a combination of servers, desktops and applications within Microsoft Azure, AD and M365 environments
• Delivering the support of Azure AD, Entra, Hyper-V (but not V-Ware :(, AWS and Citrix cloud infrastructure
• Performing a wide variety of support across many technologies
• Occasional project team work to deploy solutions for customers
• Working with highly experienced solutions experts to maintain best practice environments

• Advanced understanding of end user support and Active Directory (both on-prem and Azure)
• Comprehensive knowledge of Windows Server, Azure and Exchange
• Genuine exposure across technical infrastructure from desktop to firewall, including LAN & WAN networking

• An understanding of ticketing systems and customer service principles
• Great comms coupled with a genuine desire to understand your customers and help them

First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

• Between $65k and $80k + super as part of a competitive package including that includes salary, training and flexible arrangements
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors
• First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements
• ‘Never Stop Growing’ is deeply imbedded in our DNA - we offer up to 10 paid training days a year and support employees towards certifications and qualifications - we will not only pay for the exam but will also give you a pay rise for achieving certs (conditions apply, of course)
• Staff are encouraged to take advantage of our weekly internal training sessions and library
• Opportunities for personal and professional development with our FastTrack mentor program
• We have our very own MAD (making a difference) Council, focusing on equality, charity, and the environment
• Option of a Tesla company car as part of your ongoing employment package (conditions apply)
• Regular social events and a great team culture!

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

We are seeking a detail-oriented and analytical Technical Officer to join our team in Brisbane, Australia. In this role, you will play a crucial part in ensuring the quality and compliance of our technical projects through meticulous supervision and coordination.

• Assist in the daily supervision and coordination of technical works across various projects
• Conduct thorough inspections of contractors' work to ensure adherence to approved drawings and specifications
• Maintain comprehensive quality records and monitor work progress, providing regular reports to management
• Implement and oversee quality assurance plans, ensuring consistency in inspections and testing procedures
• Coordinate with contractors, stakeholders, and relevant authorities to facilitate smooth execution of projects

AECOM’s Water Infrastructure Team in Rockhampton is looking for a passionate and experienced engineer to help deliver a range of regionally significant infrastructure projects.

This is an opportunity to set your career on a new trajectory, working with a variety of specialists across the business within Northern Queensland, the Northern Territory and beyond. Gain an unparalleled blend of technical, project management and commercial skills from the opportunities afforded from a regional office whilst working for a truly connected global consultancy.

Living in Rockhampton combines professional achievement with a rich, fulfilling lifestyle. With an office right on the Fitzroy River, you will really live and work in the natural beauty of the Capricorn Coast and Great Barrier Reef!

Known as the gateway to the Capricorn Coast, the city offers a warm climate, beautiful natural attractions, and a friendly, welcoming community. With a mix of urban amenities and outdoor adventures, you can enjoy a balanced lifestyle while contributing to the region's development. AECOM fosters a collaborative and inclusive work environment, ensuring that your time in Rockhampton is both professionally rewarding and personally enriching.

Join us in Rockhampton and be part of a team dedicated to excellence and innovation in one of Queensland’s most vibrant regions.

What a day in this role could involve:

• You will have the opportunity to get involved in managing and completing projects from inception, including involvement in the bidding phase, concept design, detailed design, tendering, and construction phase support.
• Ensure all quality assurance processes are followed, delivering on time and within budget for design projects.
• Build and maintain strong relationships working with various clients across a range of sectors.
• You will guide and mentor junior engineers and designers, contributing to the growth of our talent pipeline.

Purpose
As a System Support Analyst, you will provide support and guidance to our clients by answering their requests
regarding both server-side and client-side applications and systems that will enable them to make a difference
in their day-to-day operations and ultimately improve their delivery of patient care.
Responsibilities
● Provide excellent System Support services:
● Respond to client problems (phone/tickets) and proactively monitor client’s installations;
● Prioritize your workload based on client’s SLA and transfer tickets to proper department when required;
● Analyze and troubleshoot the workflow of a complex integration of network devices, workstations and
servers;
● Log and document all incidents in the ITSM (ServiceNow and/or Jira) and fix client’s problems;
● Perform database maintenance using SQL statements;
● Edit configuration files on Linux servers or troubleshoot applications on remote workstations running
Microsoft Windows;
● All the work is done remotely through secure connections and via phone and remote desktop-sharing.
This role also requires work outside of regular work hours (on-call) with a rotating shift schedule.
● Stay proactively informed and trained on the following to ensure an excellent level of service and
expertise:
○ Back-End Architectures
○ IntelePACS software
○ 3rd party integration

Do you have a passion for shaping and influencing company culture?

Join our team and play an important role in enhancing our operational efficiency working as Maintenance Support Officer at Gove House, Nhulunbuy.

In this role, you will report directly to the Maintenance Coordinator and play a crucial part in maintenance works and services to be delivered to multiple contractors.

This position can either be residential on a 5:2 roster, working Monday to Friday 10 hours per day for local candidates to Nhulunbuy, housing is provided.

Or you can also FIFO on a 14&7 – 10hours roster from Cairns, Brisbane or Darwin.

Your responsibilities:

• Administer work orders using maintenance system, supporting contractors, ensuring all maintenance, both planned and reactive, is issued accurately to the relevant contractors.
• Update maintenance system to keep all work orders updated and progressing with a focus on overdue and outstanding items.
• Assist with preparing weekly, monthly updates and notes for client meeting including sub-contractor performance and overdue escalations.
• Utilize maintenance system to review trade workload and schedules, reallocating works orders as required.
• Support Maintenance Coordinator and perform other administrative or maintenance related duties to ensure all services are delivered.
• Assist with the preparation of preventive maintenance plans, managing and adapting these as required via the maintenance system.
• Report generation – ability to gather information, process and provide accurate information on accrual reports, work order reports, and overdue/outstanding JOB reports.
• Engage with contractors throughout the day to ensure they are aware of critical works and are working to complete open JOBS.
• Engage with tenants regarding Maintenance requests and services.

Who are we Looking For?

• Excellent communication and administrative skills.
• Good command over various information technology applications
• Self-motivated, problem solver and well organised
• Experience in maintenance scheduling or previous experience in scheduling or similar field is desirable

Why choose Sodexo?  

Sodexo is a people business, employing over 400,000 people worldwide and thousands in Australia. Our skilled trades are critical to keep our facilities running like clockwork on remote sites and villages. We are committed to providing opportunities for trades who are as committed to safety and service as we are!     

Working with Sodexo is more than a job; it’s a chance to be part of something greater because we believe our everyday actions have a big impact. With us, you belong in a company that allows you to act with purpose and thrive in your own way. We are always looking for people to join our team and help us create a lasting impact on individuals, society, and the planet.

At Sodexo, we are a proud Equal Opportunity Employer and encourage applications from all applicants regardless of age, race, sex, ethnicity, religion and beliefs and people with disabilities.   

We offer a competitive salary, many training, upskilling and development opportunities and an outstanding benefits and recognition program!    

How to apply?  

If you are interested in joining the Sodexo team and meet the minimum criteria outlined above, please apply with your resume detailing relevant employment experience and availability.  One of our friendly recruiters will contact shortlisted candidates for a phone interview. This will also be your opportunity to ask any questions you may have.  

Submit your application today and become part of the Sodexo family!