• Job Description

  Req#: R-28452

  • Information Technology Services

  • Join a university ranked in the world’s top 50

  • Broaden your career within one of QLD’s largest employers

  • Achieve a work-life balance with 36.25 hours/wk, purchased leave, WFH + more

  • Based at Long Pocket

  About UQ

  As part of the UQ community, you’ll 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’ll 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

  • 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

  • Salary packaging options

  About This Opportunity

  Join us as a skilled and dedicated Senior Officer IT Customer Support, providing advanced level of technical and troubleshooting support for Tier 2 IT service functions to clients across the university in either a Desktop or Audio-Visual support specialisation.

  You'll play an important role in resolving hardware and software issues, maintaining system management tools, ensuring customer satisfaction, and contributing to a dynamic team.

  Bring your expertise in IT, troubleshooting, customer service, and project collaboration to make a difference in our teaching, research, and business endeavours. Desired skills include knowledge of various operating systems, networking, security, and emerging technologies. Take the lead, mentor others, and explore new technologies in this rewarding role.

  Key responsibilities will include:

  • Ensure compliance with cyber security practices and policies

  • Provide prompt assistance for hardware and software issues, including on-site support via phone/email/remote assistance. At this level, team members will be expected to resolve complex problems and be the first point of technical escalation for team members.

  • Utilise UQ's system management tools for various services and maintenance tasks such as DHCP & DNS Entries for UQ Devices, install/configure/maintain operating systems and, administer desktop management software on LAN servers or Audio-visual components and with the assistance if necessary, of more experienced staff.

  • Deliver exceptional customer service and satisfaction

  • Contribute to team meetings, documentation (e.g., customer infrastructures, organisational operational guidelines, procedural), reports and mentoring

  • Be responsive to local business requirements, coordinate and maintain IT facilities including School / Faculty laboratories and teaching spaces, provide training and technical leadership, and undertake relevant projects

  • You may be required to carry out other duties within the scope of the classification and within the limits of their skill, competence, and training.

  This is a full-time (100%), continuing position.

  At HEW level 6, the full-time equivalent base salary will be in the range $84,871 - $91,158, plus a generous super allowance of up to 17%. The total FTE package will be up to $99,300 - $106,655 annually.

  About You

  Essential

  • 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.

  • Experience in providing support in mobile and audio-visual technologies.

  • Broad understanding of IT/data security issues and solutions.

  • Experience in dealing with people in a service capacity within an IT environment.

  • Demonstrated strong problem-solving skills.

  • Demonstrated effective interpersonal, oral and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.

  • Experience in mentoring other team members.

  • Self-motivated and able to work effectively, either alone or in a team environment.

  • Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail and maintain professionalism.

  • Experience working on project teams as a team member/leader.

  • Experience with tools associated with the management of a PC or AV fleet.

  Desirable

  • Detailed knowledge of PC operating systems.

  • Knowledge of server operating systems.

  • Awareness of emerging technologies.

  • Familiarity with PowerShell, Shell Script, WQL and WMI.

  • Knowledge of project management methodologies.

  • Familiarity with service management frameworks.

  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 Mr Nathanael Elcock, Team Leader, Service Delivery n.elcock@uq.edu.au. For application queries, please contact recruitment@uq.edu.au stating the job reference number (R-28452) 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

  Please note that you will be asked to add all documents into the one upload box labelled ‘resume’, which is step one of the application form.
  

  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 our broader community, whether that be gender identity , LGBTQIA+ , cultural and/or linguistic , Aboriginal and/or Torres Strait Islander peoples , or people with a disability . Accessibility requirements and/or adjustments can be directed to recruitment@uq.edu.au

  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 22 August 2023 at 11.00pm AEST (Job Reference Number - R-28452).

• About the company

  The University of Queensland Business School is the business school of the University of Queensland, located in Brisbane, Australia.

Notice