Associate, IT Customer Services

About L3Harris Technologies

L3Harris Technologies is committed to hiring and nurturing talented individuals who are passionate about their work. Our team members share a strong dedication to supporting our customers' missions and pursuing professional growth. We foster an inclusive and engaging workplace that empowers employees and promotes work-life balance, with a culture based on strong values, community commitment, and high-quality excellence.

As a recognized leader in defense technology, L3Harris provides comprehensive technological solutions that connect space, air, land, sea, and cyber domains to safeguard national security.

Role Summary

The Junior IT Support Officer serves as the initial point of contact for employees seeking IT assistance through multiple channels such as phone, email, walk-ins, and chat. You will prioritize incoming requests and incidents according to the ICT Service Level Agreement. Your duties include installing, deploying, maintaining, and troubleshooting a variety of technology including Microsoft Windows 10 workstations, video conferencing equipment, and mobile devices.

This entry-level role requires a solid understanding of IT concepts, working under general supervision and following established procedures for non-routine issues. Effective team communication to explain technical information clearly is essential. You will also participate in improving operational workflows and contribute towards achieving performance goals that impact the team positively.

Key Responsibilities

• Deliver first-level technical support via phone, email, and chat, ensuring timely resolution of customer IT issues.
• Monitor service levels and response times, escalating complex matters to higher tiers as necessary to meet service objectives.
• Create and update Knowledge Base Articles (KBAs) to facilitate quicker resolution of common problems.
• Document all customer interactions thoroughly in the ServiceNow ticketing system.
• Follow defined troubleshooting processes and protocols to resolve user issues.
• Engage actively in team meetings and training to stay informed on new products and services.
• Identify opportunities for process improvements and collaborate with management on implementation.
• Work cooperatively with colleagues and other support teams to deliver superior customer service.
• Respond to monitoring system alerts and escalate issues appropriately.
• Provide proactive updates to users on the status of their support tickets until completion.
• Analyze recurring customer issues and assist teams in resolving root causes to improve service quality.
• Participate in incident response and problem management activities, collaborating to solve complex technical challenges.
• Configure and troubleshoot hardware devices and provide technical assistance to users.
• Image and deploy computers, mobile phones, and peripheral devices.
• Conduct induction sessions for new employees joining the organization.
• Liaise with suppliers for RMA processes and support requests for ICT software and hardware.
• Handle procurement activities for hardware and software.
• Escalate unresolved or advanced issues to Tier 3 support when needed.

Required Qualifications and Skills

• Diploma in IT Networking or an equivalent qualification.
• Strong technical knowledge of hardware, software, and network infrastructure.
• Familiarity with RSAT, Microsoft Azure, Office 365, and Windows operating systems.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving aptitude.
• Understanding of IT Service Management (ITSM) best practices.
• Certifications such as ITIL, CompTIA A+, or Microsoft Certified Systems Engineer (MCSE) will be advantageous.

Additional Requirements

• A self-motivated individual with a proactive "can-do" attitude, demonstrating accountability and ownership of assigned tasks.
• Exhibit a professional demeanor including punctuality, attention to detail, and the ability to perform well in a dynamic environment.
• Must be an Australian citizen.
• Ability to obtain an NV1 Australian Defence Security Clearance is essential.

About L3Harris Australia

With more than 25 years of delivering advanced technology solutions across Australia, L3Harris employs over 500 staff nationwide. Our Hamilton facility specializes in mission-critical communications, leading in tactical and airborne solutions, ground-based C4 systems, and transportable SATCOM terminals, integrating multiple communication forms across air, ground, sea, and space domains.

Employee Benefits

• Extra week of annual leave plus options to buy or sell up to two additional weeks.
• Salary Continuance Insurance covering 75% of base salary and bonus for up to two years.
• Flexible working hours and patterns depending on location.
• Discounted private health insurance plans.
• Life and Total Permanent Disability insurance coverage.
• Novated car leasing options.
• Company-supported professional development programs.
• Retail reward schemes.
• Option to work a nine-day fortnight.

Important Information

Due to the sensitive nature of the work, Australian citizenship is mandatory and candidates must either hold or be eligible for Australian Defence Security Clearance and/or be authorized to work with ITAR information.

L3Harris is an equal opportunity employer committed to fair treatment of all applicants and employees, prohibiting discrimination on any grounds including age, disability, gender, race, religion, or sexual orientation.