AddressLocation: Sydney, Melbourne, Canberra, Brisbane, Adelaide, Perth, (Onsite or Remote)
The End User Engineer is responsible for developing and managing the end user technologies that will deliver a high standard end-user experience within the day-to-day technology activities across the AFSA organisation. You are responsible for the design, build, implementation and operations of end-user technology solutions. You will work to understand the business requirements and identify how the end-user technologies can be designed and operated to enable the requirements.
As you will be working in a geographically dispersed team, they will have strong capabilities in self-managing work and collaborating with people remotely, remaining connected to your team. You will be responsible for ensuring the delivery of end-user technology solutions and providing technology experience and knowledge to end-user support staff across each office and remote locations. Additionally, you will remain forward-thinking, keeping a watchful eye on emerging technological trends to ensure the organisation remains innovative and enhances its technology solutions in a secure and compliant manner.
Accountabilities
- Manage and assist in the end-user escalated incidents and requests., ensuring a high level of customer service and satisfaction in end-user solutions.
- Collaborate with business, enterprise architecture and Technology Engineers to develop, maintain and implement end-user technologies.• Lead and collaborate in technology projects, including Windows Client version migrations, new M365 functionality and security toolsets.
- Sustain and enhance the security and compliance of technology to meet organisation standards, ISM, Essential 8 and DTA Blueprints
- Maintain and improve documentation of resolutions and operating procedures, to work towards root cause analysis and continuous improvement.
- Provide guidance and support to the development of people, processes and technology into the Service Desk team members
- Technology Accountabilities include:o Windows Client :
- Windows 10 / 11)
- Azure Virtual Desktop
- Microsoft 365 Suiteo
- InTune / SNOW / Software Deployment
- Windows Defender / Ivantio
- iOS Devices / Mobile Device Management
- Printers Client Hardware (Laptops / Mobile Phones / Desk environment)
- Office Meeting Room
- WHS obligations, taking responsibility for own health and safety and that of others
- Risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.
Core skills and capabilities
- Apply digital dexterity
- Demonstrates commitment to explore, learn and adopt new technologies and ways of working, to achieve better business outcomes.
- Displays a growth mindset. Communicates simply and clearly Communicates clearly in plain English, without using jargon. Demonstrates and ability to convey a message succinctly and with empathy, regardless of the medium (written, verbal, digital).
- Understands the target audience, and tailors’ message in a way that appeals to them.
- Engages people to build productive working relationships Acts with honesty, integrity and respect in dealings with others.
- Is willing and able to understand others’ perspectives. Sets and manages expectations to achieve positive outcomes. Fosters a service culture Keeps people at the centre of thinking, decisions and actions, including internal systems and processes.
- Demonstrates empathy, curiosity and listens deeply to understand a person’s context, challenges and needs.
- Keep one’s word and follow through on promises or commitments made.
- Shapes strategic direction Has a macro view and looks beyond the boundaries of own responsibilities to the team, and industry and the broader community.
- Represents and advocates the agency’s position in a professional and specialist context. Keeps the end user in mind to shape program outcomes to meet needs.
- Uses information to make evidence-based decisions Researches, identifies and integrates relevant evidence towards finding solutions to the problem.
- Provides unbiased, comprehensive and accurate advice to others. Uses past experience and organisational/environmental awareness to analyse what information is important and how it should be used in the decision-making process.
- Working with ambiguity Demonstrates proactivity, emotional intelligence and self-direction in the face of uncertainty, change or new situations.
- Chooses a course of action or decision without having the total picture.
Essential Qualifications, Accreditations and Experience
- Tertiary qualifications in Information Technology or relevant industry certifications/experience (ITIL / Microsoft 365 / Azure)
- 5+ years’ experience in IT engineering, design / build and IT end-user support.
- Practical knowledge of accountable technologies and implementation / operational support strategies
- Considered Highly Desirable - Experience in SOE migration projects, software deployment, mobile device management
