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).