IT Customer Support Officer page is loaded IT Customer Support Officer Apply locations UQ Brisbane City St Lucia Campus time type Full time posted on Posted Yesterday job requisition id R-40261 Information Technology Services – Customer Support Services
Broaden your career within one of QLD's largest employers
Work on diverse and emerging technologies
Based at our vibrant UQ Brisbane City location
About UQAs 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 14 weeks paid primary caregiver leave
17% superannuation contributions
17.5% annual leave loading
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
Salary packaging options
About This Opportunity The primary function of the position is to provide timely and effective technical and troubleshooting support for Tier 1 and 2 IT service functions for clients across the University and in particular the Brisbane City sites.
Normal days of work and hours for this position are 8am to 4pm Thu, Fri, Sat, Sun, Mon Knowledge of audio-visual technologies will be highly regarded.
The position will frequently be a major link between ITS and the client and must therefore provide good communication and customer service practices to ensure a high-level of customer satisfaction.
Key responsibilities will include:
Adopt and promote sound cyber security practices in compliance with UQ's Cyber Security Policy, procedures, and standards.
Provide phone/email/remote assistance to diagnose and resolve hardware and software faults on assigned devices, including basic support for AV equipment. Where remote assistance is not possible due to the nature of the service request, provide on-site support.
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.
Utilise service management software to actively monitor tickets and maintain accurate and timely information about the status of jobs.
Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy.
This is a full-time, fixed-term position until June 2025.
At HEW level 5, the full-time equivalent base salary will be in the range $77,396 - $86,029, plus a generous super allowance of up to 17%. The total FTE package will be up to $90,553 - $100,654 annually. As these roles are covered by an Enterprise Agreement, you will also receive regular remuneration increases in line with the Enterprise Agreement.
About You Qualifications and training equivalent to an undergraduate degree in IT or related field; or an equivalent combination of relevant experience and/or education/training.
Experience in IT service roles with knowledge of PC/Mac operating systems and networked environments (Windows, Linux, Mac OS).
Experience in dealing with people in a service capacity and providing support in AV and mobile technologies.
Demonstrated effective interpersonal, oral, and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.
Demonstrated problem-solving skills and ability to provide both effective remote assistance and on-site support.
Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail, and maintain professionalism.
Knowledge of audiovisual and emerging technologies, as well as server operating systems will be highly regarded.
In addition, the following mandatory requirements apply:
Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment.
Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
Questions? For more information about this opportunity, please contact Karl Blakeney, Manager, IT Customer Support, via k.blakeney For application queries, ple ase contact 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 addressing the 'About You' section
Resume
Other Information At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion . We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in the broader community, whether that be gender identity , LGBTQIA+ , cultural and/or linguistic , Aboriginal and/or Torres Strait Islander peoples , people with a disability, or age . Accessibility requirements and/or adjustments can be directed to .
If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.
Applications close 11 July 2024 at 11.00pm AEST (Job Reference Number - R-40261). About UsThe University of Queensland (UQ) acknowledges the Traditional Owners and their custodianship of the lands on which UQ is situated.
In addition to our externally advertised vacancies, Aboriginal and Torres Strait Islander Peoples are also eligible to apply for UQ internal vacancies as part of our strategic objectives to increase Indigenous employment opportunities.
Please be aware that vacancies advertised on this page are not all Identified positions and therefore exclusive to Aboriginal and or Torres Strait Islander applicants.
UQ is one of Australia's leading teaching and research universities and is ranked within the world's top 50 .
More than 55,000 current students – including the majority of Queensland's highest academic achievers and international students from 137 countries – currently study across UQ's three campuses.
With a strong focus on teaching excellence, UQ has won more national teaching awards than any other Australian university.
UQ's six faculties, eight globally recognised research institutes, and 100+ research centres attract an interdisciplinary community of more than 2,500 who champion research excellence and leadership.
This is reflected in UQ being the number one recipient of Australian Research Council Fellowships and Awards nationally across all scheme years (452 awards worth $339 million).
UQ values equity, diversity and inclusion and seeks to reflect the broader community by attracting and retaining high-quality staff from a range of backgrounds.
We are particularly interested to hear from people who bring diversity to UQ – whether that be gender identity, LGBTQIA+, cultural and/or linguistic, Aboriginal and/or Torres Strait Islander peoples, or people with a disability.
For more information about Working at UQ and our employee benefits, please visit Why Work at UQ .
#J-18808-Ljbffr
