{"id":2314486,"url":"https://alion.io/job/eml-technical-support","title":"Technical Support","company":{"id":2158525,"name":"EML","domain":"eml.com.au","url":"https://alion.io/company/eml-com-au","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Newcastle, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":95000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":549},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-12T03:29:18Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-12T09:03:25Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Why Join EML?\nAn Award-Winning Celebratory Culture That Recognises You\nEML is known for its strong culture of appreciation, connection and celebration. Our people benefit from a powerful Reward & Recognition program, with more than 30,000 recognition moments shared in a single year, making our people feel valued and supported.\nGrow With a Specialist Organisation\nBecause personal injury is the only thing we do, EML offers one of the most stable and future-focused careers in the industry. Our deep expertise, purpose-driven work and development pathways help you build a long-term career in a field where your skills will always be in demand. EML’s investment in AI-powered technology is designed to reduce admin, giving you more time to focus on making a real difference in people’s lives.\nMake a real difference in people's lives with EML\nAre you an experienced IT support professional who enjoys solving technical challenges and helping people get the most out of their technology?\nWe’re now welcoming applications for an Onsite Technical Support to join our supportive, purpose-driven team in Newcastle on a full time, permanent basis. \nIn this hands-on role, you’ll provide frontline technical support to our people, troubleshooting hardware, software and connectivity issues to keep our teams connected and working efficiently.\nWhat You’ll Be Doing\nProvide second-level contact and incident resolution for all users with hardware, software, and applications problems. Resolve as many user-reported incidents and service requests as expertise permits using available tools and following procedures and policies for the handling of support cases.\nProvide accurate logging and timely resolution of all incidents.\nFacilitating the Incident Management process to restore any loss of service as quickly as possible.\nInvestigate and implement corrective actions for effective resolution of security incidents or breaches.\nCreate and update knowledge articles.\n Keep hardware and software inventory up to date.\nReview and analyse tickets for trends. Log and escalate problem tickets for recurring incidents.\nEscalate problems and incidents to the correct resolver groups as appropriate.\n\nWhat We’re Looking For\n\nIt’s ok if you haven’t done this before, what matters most is your commitment to helping others that can make you a great fit for the role. Do you have…\n3 + years’ experience in a similar information technology or technical support role, working within a fast-paced business environment.\nSound technical knowledge of Desktop hardware and both standard and customised (in-house) software.\nDemonstrated experience using remote access tools.\nDemonstrated experience troubleshooting and resolving issues related to VPN, MFA, mobile phones, printers, Windows 11, and O365 applications.\nWorking knowledge of SOE, imaging and SCCM.\nExperience in provisioning new user accounts and devices for new starters.\nITIL v4 certification would be highly advantageous \nWhy You’ll Love Being Part of EML\nYou’ll enjoy a range of benefits designed to support your wellbeing, growth and success:\nHybrid work options for better balance.\nFitness Passport providing heavily discounted access to your local gyms, pools and fitness facilities.\nDiscounts at 350+ retailers via RewardsHub plus discounts with corporate banking, super and private health insurance partners.\nCorporate wellbeing program, including gym and health insurance discounts.\nComprehensive learning and development tailored to help you grow.\nMore than a traditional Employee Assistance Program, our EAP provides access to professional medical advice and safety features for our employees and their families\nCompany-wide celebration events that keep us connected.\nAnnual incentive scheme + regular salary reviews.\nReady to Make an Impact?\nIf you're looking for a purposeful, people-focused career with stability, balance and a culture that celebrates you we would love to hear from you.\n Apply now and help people get their lives back.","description_format":"text","description_chars":3991,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Hybrid work"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-10-12T03:29:18Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:3","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/eml-technical-support","json_url":"https://alion.io/job/eml-technical-support.json","meta":{"generated_at":"2026-10-12T13:10:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20600,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2158525},"rest":"https://alion.io/mcp/rest/get_company?id=2158525"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feml-technical-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feml-technical-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feml-technical-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eml-technical-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feml-technical-support"}]}