Senior Technical Support Specialist - End User ComputingThe Australian Bureau of Statistics (ABS) is looking to recruit a Senior Technical Support Specialist to work in the Unified Communications team within the End User Computing (EUC) section.This is a permanent position at the APS 6 classification level, based in our office in Belconnen, although a hybrid model of working from home and the office applies.About the roleResponsibilities of this role may include:Deployment and maintenance of ABS technology infrastructure and services (on-premise and cloud-based).Provision of technical support and advice on End User Computing infrastructure, services, and applications (including collaboration, operating system, and/or software).Consultation with business and technical stakeholders.Management of ICT projects and technology migrations.What we are looking for (selection criteria)Technical Expertise:Strong working knowledge and experience in the Microsoft Collaboration Ecosystem (Teams and M365).Experience with corporate video conferencing systems (preferably Microsoft Teams).Proficiency in network configurations, bandwidth management, firewalls, and troubleshooting network issues.The following would be highly desirable:Knowledge of AV (audio/visual) equipment including cameras, microphones, and speakers.Expertise in diagnosing, troubleshooting, and resolving complex video conference hardware and software issues in real-time.End User Service Skills:Strong commitment to providing an excellent end-user experience, with a focus on minimizing services downtime and enhancing system usability.The ability to handle customer inquiries with patience and empathy, ensuring a positive user experience.Experience supporting real-time video conferences or events involving senior executives.Problem-Solving & Analytical Skills:Strong analytical and troubleshooting skills, capable of investigating and resolving complex issues quickly.Ability to monitor and assess system performance, identify recurring issues, and implement long-term solutions.Project Management:Experience in leading or contributing to the planning and execution of small to medium IT infrastructure projects, including upgrades and system overhauls.Excellent time management skills and the ability to consistently and with minimal supervision, progress project tasks to successfully meet project milestones and deadlines.Familiarity with project management methodologies such as Agile or ITIL, with an ability to assess risk and troubleshoot issues proactively.Communication & Interpersonal Skills:Excellent communication skills; the ability to research and explain technical issues and solutions to non-technical users, including senior executives.Experience working in high-pressure situations; a willingness to reach out, collaborate with, and assist your fellow teammates while navigating competing priorities.Strong interpersonal skills to collaborate with various teams, such as network engineers, IT support staff, vendors, and contractors.Proven ability to clearly instruct and consistently share information with the team, provide user training and documentation, and enhance the user experience while reducing technical issues.How to applyTo apply, you will need to upload your current resume, provide referee details, and respond to the following:In no more than 650 words, provide an example of how you responded to an urgent technical situation where a complex IT service your team was responsible for was suddenly not working. Clearly articulate how you approached this problem and what steps you took to manage the issue and restore the service in the context of the selection criteria.Applications close at 11:30 p.m. (AEDT), Wednesday 6 November 2024.
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