About the Company
National Australia Bank (NAB) is one of Australia’s largest financial institutions, dedicated to helping our customers, communities, and colleagues thrive. We are committed to innovation, integrity, and building a more sustainable future. Joining NAB means being part of a team that values your growth and contributions, offering a dynamic environment where you can make a real impact across various facets of the Australian economy and beyond. We believe in creating an inclusive workplace where every individual feels valued and has the opportunity to succeed.
Job Description
We are seeking a dedicated and skilled Technical Support Analyst – Tier 2 Support, Benefits, to join our dynamic IT team in Richmond, Victoria. In this hybrid role, you will be responsible for providing advanced technical assistance and support, with a specific focus on our internal benefits administration systems and related IT infrastructure. You will diagnose and resolve complex technical issues, collaborate with various departments, and contribute to the overall stability and efficiency of our technology environment. This role requires a strong problem-solver with excellent communication skills and a commitment to service excellence.
Key Responsibilities
- Provide advanced Tier 2 technical support for hardware, software, network, and benefits-specific applications to internal staff.
- Diagnose and resolve complex technical issues, escalating to Tier 3 teams or vendors when necessary.
- Manage and support benefits administration systems, ensuring their optimal performance and availability.
- Perform incident management, problem resolution, and service request fulfillment within agreed service level agreements (SLAs).
- Document troubleshooting steps, solutions, and knowledge base articles to improve efficiency and self-service options.
- Collaborate with IT project teams on system upgrades, migrations, and new technology implementations.
- Monitor system performance and proactively identify potential issues to prevent service disruptions.
- Provide training and guidance to Tier 1 support staff on common issues and resolutions.
- Contribute to continuous improvement initiatives for support processes and tools.
Required Skills
- Minimum of 3 years of experience in a Tier 2 technical support role, preferably within a large corporate environment.
- Proven experience supporting and troubleshooting enterprise-level applications, with a focus on HR or Benefits administration systems.
- Strong knowledge of Windows operating systems, Microsoft 365 suite, and Active Directory.
- Familiarity with network fundamentals (TCP/IP, DNS, VPN) and client-side troubleshooting.
- Excellent problem-solving, analytical, and diagnostic skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Industry certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
- Experience with scripting languages (e.g., PowerShell) for automation.
- Understanding of database concepts (SQL) and ability to perform basic queries.
- Prior experience in the banking or financial services industry.
Perks & Benefits
- Competitive annual salary package and superannuation.
- Access to NAB's comprehensive health and wellbeing programs.
- Generous employee discounts on banking products and services.
- Opportunities for professional development and career growth.
- Flexible working arrangements and a supportive team environment.
- Volunteering leave and community engagement initiatives.
- Employee share plans.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Westford Trust. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Westford Trust does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://au.westfordtrust.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.