We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives-you'll also get to see your impact. About the team End User Computing is responsible for the delivery, ongoing management, and support of end-user devices such as laptops, desktops, thin clients, virtual desktop, mobility devices, telephony, video conferencing, printing, and other platforms such as MS Exchange, SharePoint, SOE Management, and Office 365. The team manage approximately 14,000 endpoints throughout the Support Office, State Office, and Distribution Centres and will include 24x7 Rostered Support. About the role Reporting to the Team Leader - End User Computing Support, this 2nd Level Support role will see you working with our 1st and 3rd Level Support teams, Workplace Experience and Support Technologies and Workplace Technology Experience provisioning and business teams to investigate, analyse and resolve technical incidents. Your primary role is to resolve or escalate Incidents that have been assigned by our Level 1 Help Desk Team for further assistance, and our automated Incident logging tools. You will be supporting approximately 12,000 endpoints throughout our Support Office, State Offices and Distribution Centers. Based out of our Store Support centre, we offer flexible working, but there is a minimum requirement for you to be in the office 2-3 days a week. This role is responsible for the delivery, ongoing management and support of the following end user devices and technologies: Windows10 laptops and desktops. Thin clients. Mobile devices. Video conferencing. Printing. CITRIX. Apple MacBooks. O365 and M365 Platforms. SCCM Application Deployment. In addition, you will: Require strong Customer Service Skills. Support and resolve issues over the phone, in person, remotely and the via the Coles Walk-Up mytech Bar. Work independently and as part of a team to resolve technical issues, as well as the ability to analyse and identify Problems for escalation. Provide technical standards and write technical documentation and Knowledge Base Articles Have a strong focus on governance and the ability to define clear focus. Exceptional time management and prioritization skills. Perform aspects of implementation, testing and support of infrastructure across the organisation. Engage in project work with other teams. Provide technical expertise and advice to our End Users. Strong focus and adherence to organization process' and security protocol. Includes 24x7 rostered support. About you and your skills Relevant technical experience in an IT Support role Relevant experience using an IT Service Management tool. Demonstrated technical understanding of the relevant technologies. Demonstrated experience in maintaining root cause analysis of enterprise-based computing infrastructure in a large scale, complex and distributed business environment. Take your next step into something bigger, apply now With us it's not about the discounts (although you do get those), it's about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave and parental leave entitlements. We're continuing to build a gender equitable team, and a culture that's just as diverse, inclusive and welcoming as the communities we serve. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities. We're happy to adjust our recruitment process to support candidates with disability. Find out more in the 'Our Recruitment Process' section of our careers site. Job ID: 115675 Employment Type: Full time