It Customer Support Officer

2 x full-time, permanent positions
Base salary will be in the range $75,878 - $84,342 + 17% Superannuation
Based at
About This Opportunity
Join our team as an IT Support Officer, where you'll play a crucial role in providing exceptional technical assistance to our clients. As a major link between our IT department and our valued clients, you'll ensure their satisfaction through effective communication and timely resolution of Tier 1 and 2 endpoint support services.
Key Responsibilities include:
Provide remote and on-site support to diagnose and resolve hardware and software issues on assigned devices, including AV equipment. Collaborate with experienced staff or vendors for assistance and ensure prompt resolution or escalation of jobs.
Work with various tools and technologies such as Microsoft SCCM, Apple JAMF, Microsoft Intune, Microsoft Teams, Cisco SDA networks, DHCP, AD, Microsoft Exchange, and IT Asset Management tools.
Practice excellent customer service by demonstrating courtesy, helpfulness, and follow-through in service requests, incident, and problem management, ensuring high customer satisfaction.
Maintain and update documentation, including work procedures, technical documentation, and client documentation.
Use service management software to actively monitor tickets and keep accurate and timely information about job statuses.
Address local business requirements, including processing staff and student applications for IT resource access.
Provide training to staff and students on emerging software, hardware technologies, and applications where appropriate.
Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake, and dispose of IT equipment following UQ policy.
Undertake projects as directed, contributing to the management, development, or maintenance of equipment to support teaching, research, and business needs as a team member.
About You
Essential:
Qualifications and training equivalent to an undergraduate degree in IT or related field; or an equivalent combination of relevant experience and/or education/training.
Experience in dealing with people in a service capacity within an IT environment.
Knowledge and experience providing support, in a networked environment, for the following PC operating systems: Windows, macOS or Linux.
Experience in providing support in mobile technologies.
Demonstrated effective interpersonal, oral and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.
Demonstrated problem-solving skills.
Demonstrated skills in providing effective remote assistance and on-site support.
Familiarity with service management frameworks.
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.
Desirable:
Knowledge of audiovisual technologies.
Familiarity with server operating systems.
Awareness of emerging technologies.
The successful candidate may be required to complete background checks including, criminal history and education checks.
About The University of Queensland (UQ)
For more than a century, UQ has educated and worked with outstanding people to deliver unparalleled teaching, learning and research excellence that creates positive change globally. Join a community where excellence is at the core of our culture, contributions are valued and a range of are available, such as:
26 weeks paid parental leave or 14 weeks paid primary caregiver leave
Annual salary increases in line with our enterprise agreement
17.5% annual leave loading
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
On campus childcare options
Cheap parking (from just $5.75 a day)
Salary packaging options
Want to Apply?
Should you wish to apply, please attach the following documents to your application:
Cover letter addressing the ‘About You’ section above
Resume
For more information about this opportunity, please contact Nathan Elcock or Matt McCarthy, Team Leader, Service Delivery or .
For application queries, please contact stating the job reference number (below) in the subject line.
Applications close 17 January 2024 at 11.00pm AEST (Job Reference Number R-33865). Please note that interviews have been tentatively scheduled for DATE.
At UQ, our strength lies in our diverse colleagues. We're dedicated to v, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to for accessibility support or adjustments.
If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.