IT Operations Specialist

IT Operations Specialist

About Reece

Our journey began more than 100 years ago, and while we’ve grown a lot since then, our focus has stayed the same: supporting the trade with quality products, expert service and people who genuinely care. Today, the Reece Group supports residential, commercial and infrastructure customers across Australia, New Zealand and the United States, helping deliver essential services that keep communities safe, healthy and running smoothly.

We’re a forward-thinking, technology-driven organisation with a strong focus on service, continuous improvement and building a better world for our customers by being the best. At Reece, you’ll work with knowledgeable, supportive people in a culture that values teamwork, development and doing things well.

About the Role

We’re looking for a customer-focused IT Operations Specialist, to support to our team members across our branch network, support centres and warehouses, helping resolve incidents and service requests with care, urgency and attention to detail.

As part of our Level 2 support team, you’ll be an escalation point for more complex technical issues. You’ll manage tickets through ServiceNow, document and update incidents, contribute to the knowledge base and look for opportunities to improve, automate or simplify the way we support our people.

This is a fast-paced, high-volume environment where your problem-solving skills, technical capability and commitment to service will make a real difference. You’ll play an important role in keeping our teams connected, supported and able to do their best work.

About you

To be successful in this role, you’ll bring experience in a technical support or service desk environment, along with a genuine passion for helping people and solving problems. You’ll be confident working through complex issues, communicating clearly with technical and non-technical stakeholders, and managing competing priorities while maintaining a great customer experience.

• Experience in a similar IT support or service desk role, ideally with exposure to Level 2 escalations
• Strong technical knowledge across tools and environments such as Microsoft 365, Active Directory, Windows, collaboration tools, Apple products, networking, telephony and security
• Experience using ServiceNow or a similar ticketing system
• Strong troubleshooting skills and a methodical approach to resolving incidents and requests
• Clear communication skills, with the ability to explain technical information simply
• A strong customer-service mindset and commitment to delivering quality outcomes
• An understanding of ITIL and customer service principles; ITIL Foundations is desirable
• Relevant certifications such as CCNA or Microsoft certifications would be highly regarded

You don’t need to know everything – but you recognise the importance of being humble, being curious and have a can-do attitude.  If you love technology, enjoy helping others and want to keep learning, we’d love to hear from you.