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University of Queensland
Management/Leadership

Senior Officer, IT Customer Support (AV)

University of Queensland · Australia
Deadline
Feb 21, 2025
Expired
Location
N/A
Australia
Employment
Other
Full time
Reference
N/A
Posted Jan 22, 2025
Offered salary$91,658 - $98,330

About the role

  • Information Technology Services
  • Full-time, permanent position
  • Base salary will be in the range $91,658 - $98,330 + 17% Superannuation (HEW Level 6)
  • Based at our vibrant St Lucia campus

    • About This Opportunity

    The Senior Officer, IT Customer Support provides an advanced level of technical and troubleshooting support for Tier 2 IT service functions for clients across the University in an Audio-Visual support specialisation.

    Key responsibilities will include:

  • Technical Support and Troubleshooting: Provide phone/email/remote and onsite assistance to diagnose and resolve hardware and software faults on Audio Visual equipment and be the first point of technical escalation for team members.
  • Provide leadership and technical advice on the technical aspects of Audio- Visual technology to clients.
  • Coordinate the maintenance of teaching spaces in collaboration with relevant teams.
  • Develop and maintain documentation of customer infrastructures, organisational operational guidelines and procedural documents
  • Use customer service practices including courtesy, helpfulness and follow- through in all aspects of service requests, incident and problem management, ensuring a high level of customer satisfaction.
  • Provide services utilising UQ's system management tools to maintain DHCP & DNS Entries for UQ devices among other tasks as skills and duties permit

    • About UQ

    As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

    Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.

    Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

  • Up to 26 weeks paid parental leave or 14 weeks paid primary caregiver leave
  • 17% superannuation contributions
  • 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
  • Affordable parking (from just $5.75 a day)
  • Salary packaging options

    • About You

  • Qualifications and training equivalent to an undergraduate degree in IT or related field, and subsequent relevant experience; or an equivalent combination of relevant experience and/or education/training such as industry certifications in either networking or OS environment.
  • Demonstrated skills and experience in remote assistance and on-site support with audio-visual technologies
  • Detailed knowledge of the Windows' and MacOS operating system.
  • Extensive knowledge of enterprise grade, tertiary education level audio- visual technologies.
  • Broad understanding of IT/data security issues and solutions.
  • Demonstrated effective interpersonal, oral and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.
  • Experience in mentoring other team members and working on project teams.
  • Experience with tools associated with the management of an Audio-Visual Fleet.

    • Desirable

  • Awareness of emerging technologies.
  • Familiarity with PowerShell, Shell Script, WQL and WMI.
  • Knowledge of project management methodologies.
  • Familiarity with service management frameworks

    • The successful candidate may be required to complete a number of pre- employment checks, including: right to work in Australia, and criminal check.

    You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.

    Questions?

    For more information about this opportunity, please contact Mr David Dawson, Manager, IT Service Delivery via [email protected]. For application queries, please contact [email protected] stating the job reference number (below) in the subject line.

    Want to Apply?

    All applicants must upload the following documents in order for your application to be considered:

  • Cover letter summarising how your background aligns to the ‘About You' section
  • Resume

    • Other Information

    UQ is committed to a fair, equitable and inclusive selection process, which recognises that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory. Candidates who don't meet all criteria are encouraged to apply and demonstrate their potential. The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role.

    We know one of our strengths as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to [email protected] for accessibility support or adjustments.

    Applications close Weds 5 Feb at 11.00pm AEST (R-43721).

    How to apply

    Read the full posting, then apply through the employer's own site. Applications are handled by the institution, not by AcademicGates.

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