Device Support Analyst

Device Support Analyst
About the Role
We are seeking a proactive and detail-oriented Device Support Analyst to join our IT team for a 6-month fixed-term contract to provide maternity leave coverage based in our Dingley (VIC) office. In this role, you will provide essential support to field technicians and manage mobile device services to ensure seamless operations across the business.
About us
A leading provider of fire safety and security solutions, we at Chubb Fire & Security Australia are driven by a powerful purpose - to make the world a safer place. We start by living by our value of PROTECT PEOPLE FIRST and our culture is based on BUILDING GREAT LEADERS. We are an industry leader and part of the API Fire and Security group of companies.
Responsibilities:
Support Field Technicians: Assist with technical issues, Field Service setup, user configurations, and training as required.
Device & Service Management: Oversee procurement, ABM & Knox enrolment, repairs, stock levels, recycling, and telecommunications services including IDD calling, global roaming, porting, name updates, and service modifications.
System Monitoring & Documentation: Monitor device performance using tools like Intune and maintain accurate system documentation.
Customer & Process Improvement: Contribute to achieving service levels, enhancing customer satisfaction, improving field efficiency, and driving continuous process improvements.
Communication & Issue Resolution: Triage and respond to calls and emails, directing inquiries appropriately to ensure timely resolution.
Qualifications & Skills
Eligibility & Education:
Australian Citizenship or Permanent Residency (mandatory)
Bachelor’s degree in Information Technology, Computer Science, or a related field
Experience
Minimum 2 years’ experience in IT helpdesk or a fast-paced service delivery environment.
Desired Characteristics
Proficient in using IT applications, including both software and hardware.
Familiarity with remote access software is advantageous
Strong technical knowledge of mobile device management (MDM) platforms such as Intune, ABM, and Knox.
Excellent troubleshooting and problem-solving skills.
Ability to manage multiple priorities and work independently.
Strong communication skills and a customer-focused mindset
What we will offer you:
Our Employee Benefits Program offers discounts on travel, accommodations, retail, entertainment, and health and wellness services.
If you believe that this is the right role for you and your experience matches requirements, please apply via the link
Are you being referred to one of our roles? If so, ask your connection at Chubb about our Employee Referral Program process!
We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.
Información adicional
Sobre nosotros, nuestra cultura y lo que podemos ofrecerle
Fundada hace más de 200 años, Chubb Fire & Security es una empresa global cuya motivación reside en mantener a las personas y al mundo seguros. Proporcionamos sistemas, equipos y servicios esenciales, desde vigilancia CCTV digital y alarmas contra intrusos, hasta sistemas de detección y extinción de incendios. Nuestra completa variedad de productos y servicios innovadores satisface las necesidades de una amplia gama de clientes, desde negocios independientes locales hasta muchas de las empresas del FTSE 100.
Creemos que ofrecemos una cultura laboral única, donde usted es tan importante para nosotros como nuestros clientes, y queremos que eso sea lo que sienta cada día. Estamos orgullosos de facilitar una formación extensa a todos nuestros nuevos asesores, prestándoles un apoyo total y permitiéndoles prosperar en sus nuevos puestos y más allá, con oportunidades continuas de desarrollo profesional a lo largo de su trayectoria profesional con nosotros.