RELX Group Technical Support Specialist in Australia

Technical Support Specialist

Category: IT/Technical & Product Development

Location: Australia

The RELX Group is a world-leading provider of information and analytics for professional and business customers across industries. In the Pacific (AU & NZ) our companies include, LexisNexis, Elsevier, Reed Exhibitions and New Scientist; who all produce industry-leading content across legal, medical and scientific; via publications, electronic tools and targeted industry events.

We are currently looking for an experienced, Technical Support Analyst to work in our Chatswood office. you will be responsible for supporting desktop systems, mobile devices, and applications within the Reed Elsevier Australia Group of Companies. These systems must be maintained to provide maximum availability to the users and the applications they are running

Reporting to the Technical Support Manager, this position will see you work in a customer-facing role across these two key divisions within the RELX Group and dealing with a wide range of people up to CEO-level:

Specific responsibilities include:

  • Taking ownership of issues escalated by 1st Level/Helpdesk support ensuring a resolution is met and communicated to impacted parties appropriately

  • Escalation of issues to 3rd Level support where required

  • Coordinate software upgrades and rollouts with the assistance of the 3rd Level team and/or application support teams

  • Completion of special projects assigned by IT management, including support to our regional state offices

To be successful in this role you will need:

  • Thorough understanding of IT infrastructure and business specific applications, with a very strong knowledge of PC/MAC Hardware and Operating Systems (Win7 to Win10, and OSX), mobile devices, and Microsoft Desktop applications.

  • Outstanding analytical, problem resolution and research skills

  • At least 2 years’ previous experience in a corporate IT Technical Support role

  • Demonstrated ability to take ownership of incidents and problems escalated by 1st Level Support, ensuring a resolution is met, and communicated to impacted parties appropriately

  • The ability to deal with a wide range of people, both locally as well as remotely

  • Ability to effectively manage your time to ensure all SLAs are met and stakeholders are happy

  • Effective customer service and communication skills

  • Troubleshooting skills for basic and complex technical support issues

Most importantly you will bring with you a results-focused approach to your work, the ability to think logically and troubleshoot a wide range of issues, but at all times keeping a positive approach to your work, and going above and beyond in ensuring your internal customers are happy.