Address
Form of workThe Position
Scotch College has the opportunity for a highly skilled Digital Support Officer who has a great work attitude and excellent customer services skills to join our innovative and well-resourced Technology Department.
This is an attractive permanent full-time position, working from 8am – 4pm Monday to Friday commencing as soon as possible. This is an onsite position.
About the role
This position has responsibility to provide first, and second level support all staff, students, and the wider Scotch Community in their use of Digital Technologies (ILT). The purpose of this position is to maximise the benefits of Technology to support the work of Scotch and to quickly and efficiently resolve technical issues that arise from such use. This involves:
- Provide first level support for users in person, by phone, instant messaging, remote session, and email; being the first point of contact on Service Desk, overseeing the troubleshooting and information requests for all users.
- Provide second level support, troubleshooting all devices and all incident management to ensure operational stability for all users.
- Analyse, monitor, manage, resolve and/or escalate incidents or problems as they arise in a timely manner.
- Install, configure, and update software applications, operating systems, and peripheral devices.
- Prepare and maintain documentation related to end-users and ability to create knowledgebase articles.
- Provide guidance to users on new systems, applications, and best practices to ensure efficient usage.
- Provide feedback and suggestions for improving IT systems, processes, and user experiences.
- Providing other IT administration ad hoc support as required.
- Provide basic support for Apple Devices and device deployment using MDM platform (JamF or Intune)
- Basic support for Cisco (Switching/Routing/Wireless/Call Manager)
- Knowledge of data communications standards/protocols and networking principles
- Office 365 support and management (AzureAD, Exchange Online, SharePoint Online)
About you
Applications are invited from passionate candidates who possess tertiary training or several years of industry experience in addition to the following:
- Be customer focused, with excellent interpersonal and communication skills.
- Have outstanding attention to detail and the ability to effectively problem solve.
- Be passionate about their work and will follow through on commitments.
- Strong experience in Level 1 and 2 support in ITIL Helpdesk environment.
- Have an understanding and knowledge in supporting Apple End-user devices (experience in supporting Windows Devices is acceptable)
- Experience working with end user hardware technologies including laptops, tablets, printers, monitors, audio-visual equipment, and mobile devices.
- Ability to document, track, monitor, follow up and prioritise support issues to ensure a timely resolution and transfer information to a knowledge base
- Possess strong organisational and time management skills
- Work independently or as part of a team
- Have the demonstrated ability to embrace Scotch College values of Service, Integrity, and Stewardship, underpinned by the values of the Uniting Church in Australia
Benefits
At Scotch our staff enjoy
- free onsite parking
- 12.5 days sick leave per year
- up to six gifted leave days per annum
- a supportive team environment
- excellent resources
- career enhancing professional development
- opportunities for innovation
- access to our library, pool, and gym
Our employee value proposition highlights our commitment to our staff though our sense of community and our workplace culture, environment, benefits, and opportunities.
About Scotch
Scotch College Western Australia is one of Australia’s leading independent schools, with a 125-year-old history of academic excellence. Nestled in leafy Swanbourne on 22 spacious hectares, the College caters for 1500 students in Pre-Kindergarten to Year 12, including over 120 boarders from across the world.
We are an International Baccalaureate (IB) World School that offers a learning programme based on the Western Australian and Australian Curriculum and a choice in Years 11 & 12 of three pathways: WACE, VET or IB Diploma.
Scotch College weaves longstanding traditions and Christian values with contemporary education to foster global citizens. We are well-known for our incredible breadth of education and our supportive community.
We believe in lifelong learning and offer all staff boundless opportunities to build new skills and develop their career. Each day at work, you will access advanced technologies, work within state-of-the-art facilities, and collaborate with staff who are leaders in their areas of expertise.
Discover our abundant staff benefits at https://www.scotch.wa.edu.au/employment/working-at-scotch.
Application Information
The successful candidate will be required to provide evidence of a current Working with Children Check (WWCC) or be willing to apply for one and a National Police Clearance.
Scotch College takes child protection seriously. All candidates for roles at Scotch College are subject to screening and assessment against child safety standards as part of the recruitment process.
Applications should be submitted via SEEK website, including a cover letter addressed to the Headmaster and your current resume. Cover letters should be a maximum of two pages and should address the following questions:
- Why are you interested in this role and what is your view on working in fast-paced customer service Tech Support role?
- What would you bring to the role?
- What is your ideal working environment, culture, and team to work with?
- Where do you see yourself in the next 3-5 years’ time?
Further information can be found on the Scotch College website: www.scotch.wa.edu.au/view/employment
Application close: 8am, Monday, 11 March 2024
Enquiries regarding application process
Emma Kinsey, People & Culture Advisor
Tel: 9460 6653 Email: HR@scotch.wa.edu.au
Enquiries regarding expectations and conditions of the position
Virat Shah, Head of Technology
Tel: 9383 6880 Email: Virat.Shah@scotch.wa.edu.au
