About this role
Responsibilities:
- Provides intermediate‑level technical support to address end user issues including implementation, configuration, control, maintenance, troubleshooting, security, and usage monitoring.
- Resolves moderately complex technical issues related to hardware, software, operating systems, peripherals, and standard productivity tools to ensure end user productivity.
- Supports a high volume of incidents and service requests in a fast‑paced, sales‑aligned environment, prioritizing issues based on urgency and business impact.
- Provides consultation to end users, clients, and key stakeholders on potential technical issues or risks that may affect productivity.
- Serves as an escalation point for issues elevated from support staff with less experience; determines severity, identifies root cause, and escalates unresolved issues as appropriate.
- Creates, updates, and maintains knowledge‑based articles, procedures, job aids, and training materials for support areas and end users.
- Maintains accurate documentation of incidents, requests, resolutions, and trends within the ticketing and tracking system in accordance with policies and standards.
- Learns, understands, and complies with Information Technology and Information Security policies, procedures, and standards.
- Participates in special projects and performs other duties as assigned.
Qualifications:
Minimum of three (3) years of related work experience, including at least one (1) year of hands‑on technical support experience.
Undergraduate degree or an equivalent combination of education, training, and relevant experience.
Experience supporting end users in a high‑volume, fast‑paced environment.
Strong analytical, troubleshooting, communication, and customer service skills.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
Other facts
About Vanguard
We are a community of 50 million who think—and feel—differently about investing. Together, we’re changing the way the world invests.
For over 50 years, Vanguard has helped people pursue their financial goals with a spotlight on long-term value and low costs. We’ve made it a focus to put investors first, so whether you’re saving for your first home or investing for a comfortable retirement, we’re here to help you succeed.
Community guidelines: vgi.vg/sgl1
What you'll do
- The End User Support Specialist I provides intermediate-level technical support to address end user issues, ensuring productivity by resolving moderately complex technical issues. They also serve as an escalation point for unresolved issues and maintain documentation of incidents and resolutions.
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