Senior Support Officer, It

The Royal Australasian College of Physicians ('RACP') connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support the delivery of training, continuing professional development, and health policy and advocacy to medical health professionals.
Our Values
Accountable | Collaborate | Indigenise and Decolonise | Lead the way | Respect
Why Join Us?
As part of our team, you will be offered a competitive remuneration salary and access to some amazing benefits including a flexible hybrid work model, additional paid leave between Christmas and New Year, paid parental leave, free annual flu vaccinations, professional development opportunities, access to our Employee Assistance Program, special corporate discounts and more! To view all our benefits, visit www.racp.edu.au/about/careers-at-racp.
Our 3-2-1 Hybrid Working model:
- 3 days from anywhere in Australia or Aotearoa New Zealand per week,
- 2 days from an RACP office location per week,
- 1 of the two days per week in office spent with your team.
Job Description
About the Role
The Senior Support Officer, IT will work closely with the IT Support Manager to ensure the smooth operation of our IT support services. This position will play a pivotal role in overseeing daily support activities and assisting with team leadership responsibilities. It offers an excellent opportunity for a motivated individual to contribute to the success of out IT department and develop their leadership capabilities.
Key Accountabilities

• Collaborate closely with the IT Support Manager to plan and prioritise support activities, ensuring the timely resolution of support tickets and efficient delivery of services.
• Maintaining close oversight of operations and staying informed about day-to-day activities to promptly inform the IT Support Manager and escalate any potential issues as needed.
• Prepare and coordinate staff rosters, including on-call support after hours.
• Serve as a point of escalation for complex technical issues, working closely with support staff to troubleshoot and resolve issues effectively. Managing Incident and Service requests in accordance with RACP ITIL processes
• Strong problem-solving skills and attention to detail, with the ability to analyse complex technical issues and develop innovative solutions.
• First and second level support across infrastructure and applications
• Providing onsite and remote support to all RACP staff
• Proficient in IT Service Management (ITSM) and knowledgeable in IT Infrastructure Library (ITIL) practices.

Desired Skills and Experience
Essential Attributes

• Formal IT qualifications, relevant certifications or 3 - 5 years previous experience in a similar position in a small to medium organisation.
• Knowledge of ITIL processes
• Experience support Windows 11, M365, Azure, AWS
• In-depth hands-on experience and knowledge supporting M365 and D365 environments from an application perspective in alignment with our future Technology Roadmap
• Experience in hardware deployment through Intune
• Supporting Unified Communications systems
• Supporting meeting rooms and AV systems
• Strong knowledge of information security framework consisting of policies, procedures and standardised operating practices

Interested?
To apply for the role, submit your CV via our Careers website or Seek by COB 2 April 2024.
For further information, please email recruitment@racp.edu.au