IT Customer Support Officer

at  The University of Queensland

• Information Technology Services

  – Customer Support Services

• Broaden your career within one of QLD’s largest employers

• Work on diverse and emerging technologies
• Based at our vibrant

UQ Brisbane City
location
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:

• 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
• Salary packaging options

About This Opportunity
The primary function of the position is to provide timely and effective technical and troubleshooting support for Tier 1 and 2 IT service functions for clients across the University and in particular the Brisbane City sites.
Normal days of work and hours for this position are 8am to 4pm Thu, Fri, Sat, Sun, Mon Knowledge of audio-visual technologies will be highly regarded.
The position will frequently be a major link between ITS and the client and must therefore provide good communication and customer service practices to ensure a high-level of customer satisfaction.

Key responsibilities will include:

• Adopt and promote sound cyber security practices in compliance with UQ’s Cyber Security Policy, procedures, and standards.
• Provide phone/email/remote assistance to diagnose and resolve hardware and software faults on assigned devices, including basic support for AV equipment. Where remote assistance is not possible due to the nature of the service request, provide on-site support.
• Work with tools and technologies such as Microsoft SCCM, Apple JAMF, Microsoft Teams, Cisco SDA networks, DHCP, AD, Microsoft Exchange, IT Asset Management tools and other applications.
• Utilise service management software to actively monitor tickets and maintain accurate and timely information about the status of jobs.
• Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy.

This is a full-time, fixed-term position until June 2025.
At HEW level 5, the full-time equivalent base salary will be in the range $77,396 - $86,029, plus a generous super allowance of up to 17%. The total FTE package will be up to $90,553 - $100,654 annually. As these roles are covered by an Enterprise Agreement, you will also receive regular remuneration increases in line with the Enterprise Agreement.

About You

• Qualifications and training equivalent to an undergraduate degree in IT or related field; or an equivalent combination of relevant experience and/or education/training.
• Experience in IT service roles with knowledge of PC/Mac operating systems and networked environments (Windows, Linux, Mac OS).
• Experience in dealing with people in a service capacity and providing support in AV and mobile technologies.
• Demonstrated effective interpersonal, oral, and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.
• Demonstrated problem-solving skills and ability to provide both effective remote assistance and on-site support.
• Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail, and maintain professionalism.
• Knowledge of audiovisual and emerging technologies, as well as server operating systems will be highly regarded.

In addition, the following mandatory requirements apply:

• Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment.
• Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.

Questions?
For more information about this opportunity, please contact Karl Blakeney, Manager, IT Customer Support, via
k.blakeney
@uq.edu.au. For application queries, please contact
talent@uq.edu.au
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 addressing the ‘About You’ section
• Resume

Other Information
At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on
equity, diversity and inclusion
. We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in the broader community, whether that be
gender identity
,

• Adopt and promote sound cyber security practices in compliance with UQ’s Cyber Security Policy, procedures, and standards.
• Provide phone/email/remote assistance to diagnose and resolve hardware and software faults on assigned devices, including basic support for AV equipment. Where remote assistance is not possible due to the nature of the service request, provide on-site support.
• Work with tools and technologies such as Microsoft SCCM, Apple JAMF, Microsoft Teams, Cisco SDA networks, DHCP, AD, Microsoft Exchange, IT Asset Management tools and other applications.
• Utilise service management software to actively monitor tickets and maintain accurate and timely information about the status of jobs.
• Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy