Job Posting End Date:Worker Type: Fixed Term (Fixed Term)ABOUT THE JOB:Responsible for 2nd level technical support for the Workplace Technology used by National Australia Bank colleagues. Provision of 2nd level technical support to investigation and resolve Printer/Printing issues from desktops/laptops used at NAB. Role also provides support for electronic staff locker systems and Visitor Registration Systems used at NAB.MAIN RESPONSIBILITIES:Provides 2nd-level technical support for:Desktop Print Services – using Lexmark Cloud print servicesVisitor Registration Systems – Time Data Security (TDS) hosted SaaS serviceElectronic Lockers – Vecos hosted SaaS serviceRepresents the service(s) across the organizationAccountable for the successful resolution of Medium and Low incident management records for users in relation to supported servicesUnderstands the end-to-end (E2E) technical service(s) including dependent components and infrastructureAccountable for the successful resolution of high, medium and low problems management records for supported servicesContributes to technical incident bridges with internal staff and 3rd party suppliers.Collaborates with Workplace Technology SME’s to ensure that projects handed to Workplace are delivered in accordance with stated strategic and tactical objectives.Identifies opportunities to drive efficiency through AutomationContribute to the tracking and reporting against agreed service KPIs, SLA’s, Service Health and the contractual obligations of 3rd party Service Providers.Drive continuous technical improvement to the service ensuring Security and Architectural standards are adhered to.Maintains a high level of knowledge relating to the nominated services including roadmaps, pre-release features and the 2nd level impacts when considering implementation in the NAB environment.Maintains knowledge and understanding of the wider Workplace Technology portfolio and identifies opportunities to leverage complementary technologies to drive efficiency through effective consumption of existing toolsets.Contributes to the technical governance of service management processes including, incident, problem, change, configuration, capacity, continuity (DR), availability, asset, monitoring and alertingAsset lifecycle planning to ensure that the asset fits with the Groups standards and strategic directionCollaborate with 3rd party service providers, project services and service management to ensure high quality and successful transition of all service(s) changesEnsure adequate communication, knowledge sharing and issue resolution across delivery and support teamsStakeholder Management & management of stakeholder expectationsEnsure appropriate data quality controls are in place across the portfolioFulfil other tasks as assigned by your People Leader and/or authorized representative of NAB Vietnam from time to time.MANDATORY TECHNICAL SKILLS2-3 years’ experience delivering printer support services to large scale enterprise deployments of macOS and Windows end-user platforms2-3 year’s administering large scale (physical and virtual) end-user environments for macOS and Windows.Experience (2+ years) experience delivering service in an enterprise ITIL environmentIn-depth understanding of the security challenges in complex EUC environmentsStrong awareness and understanding of hardware, networks, software technologies and applicationsRelevant industry certifications desirable.Strong business communication and interpersonal skillsProven ability to remain flexible to deliver business outcomesTertiary qualification in a Technology discipline or related fieldProven experience in coordinating multiple stakeholders and 3rd parties to deliver successful outcomes in a time sensitive environmentKnowledge and understanding of industry trends and technologyTHE BENEFITS AND PERKSWe appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here’s how we support our people with a range of exclusive benefits.1. Generous compensation and benefit packageAttractive salary20-day paid annual leave and 7-day paid sick leave13th month salary and Annual Performance BonusPremium healthcare for yourself and family membersMonthly allowance for team activitiesPremium welcome kit and occasional gifts of appreciationExtra benefits on your work anniversary2. Exciting career and development opportunitiesLarge scale products with modern technologies in banking domainClear roadmap for career advancement in both technical and leadership pathwaysAccess to digital learning platform such as UdemyConsistent and high-quality leadership training through the Distinctive Leadership program (DLP)Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)Sponsored English course with native teachersOpportunity for training in Australia3. Professional and engaging working environmentHybrid working model and excellent work-life balanceState-of-the-art & modern Agile officeFood and beverages in the office pantryEmployee Assistance Program to improve your physical and mental healthAnnual team activities and company eventsA solid and talented team behind you – great people who love what they doA DIVERSE AND INCLUSIVE WORKPLACE WORKS BETTER FOR EVERYONEWe know that our people make us who we are. That's why we have built a culture of respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.CLOUD-FIRSTNAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it’s not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!If this excites you, let's have a chat over a cup of coffee!It's more than just a career at NAB!We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.IT'S MORE THAN MONEYWe naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.It's more than just a career at NAB!We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.IT'S MORE THAN MONEYWe naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.
