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Form of workAbout 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.
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
