Customer Support Officer at Victoria University Minimal

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

90899.0

Posted On

16 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

It Support, Campus Facility Support, Troubleshooting, Problem-Solving, Customer Service, Technical Issues, Audiovisual Support, Hardware, Software, Networking Fundamentals, Communication, Interpersonal Skills, Documentation, SLA Management, Continuous Improvement

Industry

Higher Education

Description

The Customer Support Officer delivers multi-channel first-level IT and campus facility support, resolving technical issues and ensuring a positive experience for staff and students across VU campuses. About VU At Victoria University, our aim is to be a global leader in dual-sector learning and research by 2028. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028: Start well, finish brilliantly. One of the drivers “Thriving place to Study and Work” will enable us to continue to create places that our students and staff love to belong and feel immense pride. About the Team Join our Customer Support team within Digital and Campus Services – the frontline of IT and campus support at VU. We’re a passionate, service-driven team dedicated to providing exceptional assistance to staff and students across all campuses. From troubleshooting tech issues to supporting campus facilities and AV equipment, we ensure every interaction is positive and efficient. Our team values collaboration, continuous improvement, and a customer-first mindset. If you love problem-solving and helping people, you’ll thrive with us. About the Role As a Customer Support Officer, you’ll be the first point of contact for IT and campus facility support, delivering timely and effective assistance across multiple channels – phone, email, chat, and face-to-face. You’ll handle requests ranging from hardware and software troubleshooting to audiovisual support in teaching spaces, ensuring smooth operations for staff and students. This role is hands-on, fast-paced, and perfect for someone who enjoys variety and making a real impact. Position Key Duties Provide first-level IT and campus facility support across all VU campuses. Respond to incidents and service requests promptly, meeting SLA targets. Troubleshoot and resolve technical issues or escalate when necessary. Deliver multi-channel support (phone, email, chat, in-person). Maintain accurate records and documentation in line with policies. Contribute to knowledge sharing and continuous improvement initiatives. Salary: HEP 5 - $79,135 to $90,899 - Plus 17% Super Employment Type: 2 Year Fixed Term Contract Hours: 36.75 per week Location: Footscray Park Campus - this role is based 100% on site - hybrid working arrangements are not possible for this role. For a detailed overview of the role’s duties and responsibilities, please refer to the Position Description - Customer Support Officer About You: You’re a customer-focused problem solver with strong technical skills and a passion for helping others. You bring: Relevant qualifications or equivalent experience in IT support. Knowledge of IT hardware, software, and networking fundamentals. Strong troubleshooting and analytical skills. Excellent communication and interpersonal skills. Ability to work effectively in a busy, team-oriented environment. The University is a Child Safe organisation. You will be required to hold a current Working with Children Check (WWCC) or be willing to obtain one prior to commencing employment. How to Apply Applications must be submitted: A cover letter Your curriculum vitae/resume Your responses addressing all selection criteria located in the position description Evidence of applicable qualifications, licences and registration Applications will close Sunday 28 February 2026 at 5:00pm. This advert may close earlier should a suitable candidate be identified. Early applications are strongly encouraged. Visa sponsorship is not available for this position. This role requires for applicants to have full and permanent working rights in Australia. Why Join VU VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Careers at VU Webpage Our Commitment to Protecting Country Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share. Our Commitment to Progressive Inclusivity VU is an equal opportunity employer and proudly committed to progressive inclusivity. We welcome and celebrate diversity in all its forms including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised communities, LGBTQIA+ individuals, and people of all ages and socio-economic backgrounds. We strive to reflect the communities we serve and foster an inclusive, respectful, and supportive environment where everyone feels they belong. We are proud to be a WGEA Employer of Choice for Gender Equality. Our Commitment to Inclusive Recruitment VU is committed to providing a positive and barrier-free recruitment experience. If you require adjustments at any stage of the recruitment process, including accessible formats of documents, please contact us at inclusivecareers@vu.edu.au or call (03) 9919 5999.

Responsibilities

The Customer Support Officer acts as the first point of contact, delivering multi-channel first-level IT and campus facility support to staff and students across all campuses. Key duties involve responding to incidents, troubleshooting technical issues, and escalating when necessary while meeting service level agreements.