Address
Form of work
SalaryField Support Officer
Port Macquarie or Mount Druitt campus location
2 x Temporary Full time positions until 30th June 2024
Base Salary range of $84,756- $89,047 plus employer's contribution to superannuation and annual leave loading
At TAFE NSW, we are dedicated to life-changing impact.
That's why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow.
Life-changing impact starts with an incredible team that sees their career as an opportunity to transform someone's world. Whether that's inspiring students, supporting each other, or helping our communities and industries flourish.
We invest in our people
At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work.
We provide you with tools and ongoing training and professional development, health and wellbeing programs, and a 35 hour working week with a variety of flexible working options.
About the role
The Field Support Officer is responsible for utilising prior service desk knowledge and experience to deliver a combination of virtual, on site and/ or service desk assistance and support to geographically dispersed staff, students and key stakeholders. The position will deliver a tiered response for Systems Group Field Support and service desk in order to listen to, diagnose and resolve a range of intermittent to complex client requests.
Currently, there are 2 x temporary full-time positions available to be based at the Port Macquarie or Mount Druitt TAFE NSW campus.
About You
You are a customer focused Field Support Officer who has experience delivering both virtual and on-site support across a multitude of issues varying across all support levels. You place your customers at the centre of all decision making and strive to provide timely and effective support by accurately detecting issues and successfully resolving them. You champion documentation to update records and create user documents for processes to elevate service resolution procedures.
You champion communication and collaboration between teams and have a customer-centric approach. You have great communication skills to resolve IT issues and can translate IT speak to help customers who don't have IT expertise.
Crucially, you are someone who shares the TAFE NSW Values of Integrity, Collaboration, Excellence and Customer Focus.
In addition to the above, you will also need a current NSW drivers' license.
HIGHLY REGARDED
- Ability to engage with and deliver technology support and demonstration to diverse cohorts within an educational organisation
- The ability to understand customer requirements, and to deliver proactive support for contemporary as well as emerging technologies such as Cloud based computing
Our commitment to Diversity, Equality, and Inclusion
We are committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued, so you can safely bring your whole self to work and connect with your community through our many diverse employee networks.
If you require an adjustment in the recruitment process, please contact our Talent Acquisition Advisor listed below.
A career of life-changing impact awaits you. Apply now!
Applications close 11:55pm Wednesday 31st January 2024
To apply for this role, click on 'apply now' and provide:
- Your current resume
- Cover letter outlining your suitability for the role (2 pages max)
- Response to the following targeted question when prompted in the application form (max 300 words):
- As a Field Support Officer, you will be required to provide technology support to our customers. Outline a time when you supported a challenging customer remotely to resolve a complex issue. What skills and tactics did you use to ensure that you provided an optimal customer experience?
Role-specific enquiries: Alan Bate, Service Desk & Field Support Lead via email
For helpful insights into preparing your application, TAFE NSW's recruitment process, and getting interview ready, read through our and the interactive .
This is a child-related position. is a prerequisite for anyone in child-related work. It involves a national criminal history check and review of findings of workplace misconduct.
For temporary positions, you will require a visa that gives you permission to work in Australia.
An eligibility list, valid for 18 months, may be created for this position, and position(s) of the same classification that subsequently becomes vacant, may be filled via this recruitment.
