Product Support Officer

2 weeks ago

Parramatta, New South Wales, Australia NSW Department of Communities and Justice Full time

Division:
Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 66133
Product Support Officer

  • Location Parramatta CBD with access to hybrid work arrangements
  • Full time ongoing opportunity (35 hours per week)
  • Salary from $93,295 to $102,941 pa. + super and annual leave loading
  • Diverse and inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

Your role
Are you passionate about providing top-tier support to users across a dynamic ICT environment? Do you thrive on troubleshooting and resolving issues efficiently? If so, we want you on our team


As a Product Support Officer you will play a critical role in providing broad-ranging support to users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues and service requests of moderate complexity across the organisation's ICT environment.


What you'll do

  • Deliver Tier 2 phone and/or inperson support to users in line with agreed organisational Service Level Agreements (SLAs).
  • Maintain and support ongoing operations throughout DCJ by undertaking a range of ICT support tasks, including investigating problems, assisting with the implementation of agreed remedies and preventative measures, conducting tests, correcting malfunctions and documenting results in accordance with agreed procedures.
  • Investigate minor security breaches in accordance with established procedures and record findings to improve overall ICT security.
  • Ensure user access rights and privileges and operate logical access controls and security systems in accordance with agreed policy and standards.
  • Install or remove hardware and/or software, using supplied installation instructions and tools, to meet business needs and with mínimal disruption to operations. Ensure appropriate Asset and/or Configuration Item (CI) records are updated and maintained in agreed repository.
  • Utilise appropriate tools and methods to address user support queries and return user's ICT systems and networks to optimum efficiency.
  • Manage setup activities for ICT devices and systems and monitor their performance to limit or prevent loss of service to end users.
  • Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages.

What we're looking for

  • Excellent interpersonal skills and the ability to provide effective support to users.
  • Ability to communicate technical concepts to nontechnical users in a clear and understandable manner
  • Experience in diagnosing and troubleshooting technical problems, both independently and collaboratively
  • Ability to work in a fastpaced environment and adapt to changing priorities.
  • This role may require participation in an oncall and/or after hours work roster to ensure service continuity to clients or maintenance activities outside normal business hours.
Download the role description.

What We Offer

We offer a variety of benefits, including:

  • A challenging and rewarding career
  • Flexible, autonomous work environment
  • Competitive pay and conditions
  • Training and development opportunities to build and maintain capabilities
  • Health & Wellbeing and Employee Assistance Programs.
Want more information? Visit our website to see more information on Working for us.

We do work that really matters
Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference.

We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities.

We're focused on breaking, rather than managing, disadvantage. It's work that really matters.

Are you ready to join us?

Applications close Thursday 11th April 2024 at 11:59pm AEST.

Got a question?
Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit
We continue to hire great people with a wide variety of skills, experience and backgrounds.

This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.


To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.


Other Information


A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.

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