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Brennan. Where true performance thrives. 
At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. 
It’s a claim backed by our True Performance System – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology. 

Why join Brennan 
True performance for our customers starts with a true belief in our people. 
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members. 

True rewards 
In addition to competitive remuneration, Brennan offers extensive benefits, including: 

• Training and certification bonuses.
• Culture Awards that recognise excellence.
• Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors.
• Vibrant, fun social activities.
• Discounted hardware and software. 
• An environment that embraces learning and development. 

The role:
We are looking for a Network Service Desk Analyst to join our team as the first point of contact for our clients seeking technical assistance when contacting the Network Service Desk. They will have to provide excellent customer service, triage and technical network support. In terms of location, we are happy for them to work in any Brennan office in Australia in a hybrid capacity. 

The role would suit a customer-focused person with a keen interest in supporting networking technologies and at least 12 months of experience in a similar role, looking to continue their career on a fast-paced IT Service Desk.

Key Responsibilities:

• As the first point of client contact, deliver outstanding first-level customer support for Network Service Desk client contacts – both IT operators and non-IT operators - principally by phone, email and live chat
• Deliver empathetic and friendly customer service and strive for high levels of customer feedback scores
• Log all customer contacts as tickets into the IT Service Management tool (ServiceNow) to ensure that all issues and requests are captured, categorised, and prioritised
• Maintain ownership of tickets, follow Brennan procedures for ticket handling and ensure appropriate levels of customer communication are provided
• Maintain the required levels of availability to answer inbound contacts from our customers
• Communicate, update, troubleshoot and resolve WAN/LAN issues in coordination with carriers and suppliers
• Follow-up and update client’s Incidents and Service Requests, with regular status updates on open tickets and network events to maintain client communication and SLA targets
• Use the knowledge articles in Brennan’s Knowledge Management System (BIKI) to familiarise yourself with customers’ network environments, and to help progress issues or requests, identifying, documenting and escalating when any knowledge gaps exist

What skills and experience you bring:

• At least 12 months' Service Desk experience with exposure to network-related issues, troubleshooting various networking platforms and technologies (e.g., Cisco, Huawei, Juniper).
• Demonstratable IT Service Management understanding or certification (ITIL)
• Industry recognised certifications for networking (e.g. Cisco CCNA & NSE 1, 2, 3)
• Demonstrable industry-based technical aptitude (e.g. Cisco, Juniper, Fortinet, Huawei), including knowledge of networking technologies
• Knowledge and experience of providing support for the following technologies:
  o Networking protocols and devices
  o Vendor specific networking equipment and platforms (e.g. Huawei, Cisco, Juniper, Fortinet).
  o DSL, ISDN, Ethernet, IP, 3G/4G
  o TCP/IP, subnetting, routing, and switching concepts
  o Application layer protocols.
  o Troubleshooting tools (e.g. Citadel, Ping, Traceroute, etc.)

Note: As part of our hiring process, you will be required to undertake a  National Criminal History Check and a Technical Test. 

Brennan is an equal-opportunity employer

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