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Who We Are And What We Offer
Interested in shaping skylines across the globe?
Multiplex is a premier construction company with a simple purpose: to construct a better future. As part of our team, you'll have the opportunity to help deliver some of the world's most iconic projects, supported by approachable leadership and an inclusive culture that puts our people first.
You will also have access to a range of holistic benefits including:
- Discretionary annual bonus, 8% company contribution pension, 25 days annual leave + holiday buy options.
- Single private medical cover, employee assistance programme, and virtual GP service
- Competitive parental leave
- Several flexible benefits from season ticket loans, discounted gym memberships to a cycle to work scheme.
- Professional career development opportunities and a wealth of learning offerings through the Multiplex Learning Academy.
- An industry-leading approach to flexible work to enable better work-life balance.
Who We're Looking For
Our people are united by a common belief: that we can outperform in everything we do.
What is the overall job?
The Technical Support Engineer supports all users through the investigation and resolution of End User Computing hardware, Application and Software related issues, from level 1 through to level 3.
Responsibilities
The role reports to the IT Technical Support Manager and is responsible for delivering IT technical support (covering end user compute) and associated processes, procedures and technologies adopted within Multiplex IT. The role is customer facing with the majority of working hours spent visiting and supporting all construction sites within geographical region. Key responsbilities will include:
- Supports project delivery and site setups.
- Global collaboration with functional and cross functional peer groups.
- General server maintenance, administration and basic networking skills.
- Troubleshoots user account issues including password and access issues.
- Records, prioritizes, and tracks all assigned service calls and documents work effort in the global service management system.
- Ensures timely attention to service tickets to meet service levels (SLAs), in keeping with IT processes.
- Diagnoses incidents/problems through discussions with users and participate in functional problem solving groups as required.
- Identifies, researches, documents and resolves incidents within ServiceNOW system and in accordance with SLAs.
- Makes or recommends system modifications as well as raise Continuous Improvement opportunities to reduce reoccurrences.
What do I need to be successful in this role?
- Related industry experience within an IT organisation – A Technical/End User Computing Support role highly desirable.
- Excellent interpersonal skills to support both technical and non-technical users at all levels throughout the organisation.
- Outstanding verbal and written communication skills required, especially the ability to listen and understand what is being described, with attention to detail in transcribing communications into the ticketing systems.
- Expert in Windows and Apple Operating Systems (Windows 10/11; Apple)
- Highly knowledgeable on desktop, laptop, mobile devices (common smartphones and tablets), and supported vendor products and services. Troubleshooting client network connectivity issues, and configuration of networked printers.
- Highly knowledgeable in the configuration and troubleshooting of standard business software such as: Microsoft Office.
- IT experience, including AD, Azure, Intune, Mobile Device Management, Networking (Cisco Meraki) and Windows Server configuration.
A Note On Diversity
Diversity is about celebrating the ways we are all different and appreciating the unique qualities that every employee brings. We invite applications from people of all genders, cultures and walks of life. Research shows that women and people from underrepresented groups are less like to apply for roles if they don't meet every qualification. So even if you don't match all the criteria - if you are passionate about helping to construct a better future, we'd love to hear from you.
We are committed to providing a barrier-free work environment and can support with reasonable adjustments at any stage of the recruitment process. Simply inform our Talent Acquisition team during your conversation with them.
