IT Support Technician-4

• 2x Continuing and 2x Fixed Term Full Time positions available

• The IT Support Technician – Field Services a key customer interface for ICT’s delivery of quality client technology services.

• Base Salary $91,644 + 17% superannuation

About the opportunity

We are in a period of exciting and significant change in our Information Communication and Technology function as we strive to meet the ever-increasing demand for our improved IT services. As a result, we are seeking a customer focused, IT Support Technician to provide exceptional support and advice to staff and students at the University of Sydney. You will provide operational advice and support to staff and students, through multiple channels of communication including remote support and face-to-face. Utilising your strong IT knowledge and extensive customer service experience, you will play a key role in assisting with the delivery of positive and accurate outcomes for clients, as well as contributing to a team environment where knowledge sharing, and continuous improvement is at the forefront. This role will see you proactively troubleshooting technical issues.

Your key responsibilities will be to:

• provide professional and reliable technical support for a range of client technologies and services through remote support channels, and face-to-face

• ensure effective and timely handing of service incidents and requests within ICT service commitments (SLAs)

• manage the client experience and expectations, ensuring professional and customer focused services that meet or exceed expectations resulting in a positive impact on customer satisfaction levels

• provide expert advice and consultancy to staff and students of the University on the effective use of client technologies.

• identify recurrent issues and initiate appropriate escalation, contributing to implementation of problem resolution and preventative measures

• actively keep skills up to date to effectively support and advise on current and emerging client technologies at the University.

About you

• extensive experience in a customer support role and providing holistic technical support to meet customer needs using remote support tools

• experience using Service Management software for incident and request management

• experience in managing your workload proactively, independently and with a level of flexibility

• extensive experience and working knowledge of both 1) the Apple device management tool JAMF, and 2) the Microsoft cloud-based Active Directory management service Azure AD/Microsoft EndPoint Manager

• some experience and familiarity with client server databases, Microsoft Exchange in a large environment, with network troubleshooting, including TCP/IP, DNS, and DHCP issues, and with troubleshooting basic issues for the Linux family operating systems

• extensive experience installing and configuring software for enterprise environments, including imaging and deployment technologies and multi-boot builds.

To keep our community safe, please be aware of our COVID safety precautions which form our conditions of entry for all staff, students and visitors coming to campus.

Sponsorship / work rights for Australia

Please note: Visa sponsorship is not available for this position. For a continuing position, you must be an Australian or New Zealand citizen or an Australian Permanent Resident.

Australian Temporary Residents currently employed at the University of Sydney may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position.

Pre-employment checks

Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement

At the University of Sydney, our shared values include diversity and inclusion and we strive to be a place where everyone can thrive. We are committed to creating a University community which reflects the wider community that we serve. We deliver on this commitment through our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People , women , people living with a disability , people from culturally and linguistically diverse backgrounds , and those who identify as LGBTIQ . We welcome applications from candidates from all backgrounds.

How to apply

Applications (including a cover letter stating whether you would prefer the fixed-term role, the continuing role or both, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page. 

If you are a current employee of the University or a contingent worker with access to Workday, please login into your Workday account and navigate to the Career icon on your Dashboard.  Click on USYD Find Jobs and apply.

For a confidential discussion about the role, or if you require reasonable adjustment or support filling out this application, please contact Mouhamed El Chami, Recruitment Operations by email to mouhamed.elchami@sydney.edu.au

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The University reserves the right not to proceed with any appointment.

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