• Information Technology Services – ITS Customer Support Services

• Full-time, permanent position

• Base salary will be in the range $89,861- $96,402 + 17% Superannuation (HEW Level 6)

• Based at our vibrant St Lucia campus

About This Opportunity 

The primary objective of this position is to provide advanced technical and troubleshooting support for Tier 2 IT service functions at the University, specialising in either Desktop or Audio-Visual support.

Key responsibilities will include: 

• Promote and adhere to UQ's Cyber Security Policy and standards.

• Provide phone/email/remote and on-site assistance to diagnose and resolve hardware and software faults on assigned devices, including AV equipment, with the assistance, if necessary, of more experienced staff and/or vendor support sections, ensuring that jobs are responded to, resolved and/or escalated promptly. At this level, team members will be expected to resolve complex problems and be the first point of technical escalation for team members.

• Work with tools and technologies such as Microsoft SCCM, Apple JAMF, Microsoft Teams, Cisco SDA networks, DHCP, AD, Microsoft Exchange, IT Asset Management tools and other applications.

• Ensure high customer satisfaction through effective service request management, documentation, mentoring team members, and providing leadership on IT technical aspects.

About UQ

As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 26 weeks paid primary caregiver leave

• 17% superannuation contributions

• 17.5% annual leave loading

• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family

• UQ Study for Staff

• On campus childcare options

• Cheap parking (from just $5.75 a day)

• Salary packaging options

About You  

• Qualifications and training equivalent to an undergraduate degree in IT or related field, and subsequent relevant experience; or an equivalent combination of relevant experience and/or education/training such as industry certifications in either networking or OS environment.

• Experience in providing support in the following PC operating system environments: Windows, Linux and Mac OS, or AV operational components and systems.

• Demonstrated skills and experience in remote assistance and on-site support.

• Detailed knowledge of the Windows’ and MacOS operating system.

• Detailed knowledge of Microsoft Windows infrastructure, including Active Directory and Group Policy Objects and experience utilising Mobile Device Management solutions, or extensive knowledge of enterprise grade, tertiary education level audio-visual technologies.

• Strong problem-solving, interpersonal, and communication skills with experience in mentoring team members.

• Ability to work under pressure, prioritise tasks, meet deadlines, and maintain professionalism.

• Detailed knowledge of PC operating systems, server operating systems, emerging technologies and project management methodologies is desirable.

The successful candidate may be required to complete a number of pre-employment checks, including: right to work in Australia, criminal check etc. 

Questions? 

For more information about this opportunity, please contact Mr Nathanael Elcock, Team Leader, Service delivery via [email protected]. For application queries, please contact [email protected] stating the job reference number (below) in the subject line. 
 

Want to Apply? 

All applicants must upload the following documents in order for your application to be considered:

• Cover letter summarising how your background aligns to the ‘About You’ section  

• Resume 

Other Information 

UQ is committed to a fair, equitable and inclusive selection process, which recognises that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory. Candidates who don’t meet all criteria are encouraged to apply and demonstrate their potential. The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role.

We know one of our strengths as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to [email protected] for accessibility support or adjustments.

Applications close 25th August 2024 at 11.00pm AEST (R-41936).