Product Support Officer

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Join to apply for the Product Support Officer role at Infrastructure NSW

This range is provided by Infrastructure NSW. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

A$113,574.00/yr - A$125,720.00/yr

Product Support Officer, Ongoing, Sydney

Do you have interest and experience offering great user service and support on Salesforce, M365, or other products in the infrastructure space?

Do you want to grow in your product management and customer engagement experience?

Come and join an exciting, growing and purpose driven organisation and IT function at INSW.

This role is a salary Grade 07/08, with the base salary for this role starting at $113,574 - $125,720 base plus superannuation, commensurate with experience.

Join INSW and play your part in creating a sustainable infrastructure legacy for NSW

About the Role

The Product Support Officer provides quality technical support and service delivery for the day-to-day operations of INSW IT products to a high level of user satisfaction.

The Product Support Officer supports the Associate Director Engagement and Product in the day to day running of IT products, including ensuring users have everything they need to succeed in their usage.

The Product Support Officer contributes to the implementation of the Product Strategy and Roadmap to meet current and future agency needs and supports the smooth operation of IT in alignment with INSW business objectives.

Some of the key accountabilities for the role include:

• Assist in the day-to-day operation of IT products, to ensure INSW staff have access to technologies which support their line of business and which they're empowered and knowledgeable to use.
• Maintain an updated, clear and well-developed support processes, and deliver services in those areas.
• Liaise with internal and external stakeholders to provide technical support on products, systems and configurations, coordinate testing of improvements and fixes, and ensure issues and problems are resolved quickly and with minimum disruption to staff.
• Provide day-to-day oversight of any vendors participating in or accountable for staff technology or product support, and work with vendors to ensure products are properly patched.
• Provide training and onsite / remote support and troubleshooting to staff on a wide range of technology products relevant to their focus domain.

About You

The ideal candidate should possess tertiary qualifications in IT or equivalent experience in a relevant IT industry / technical support environment and have experience and technical knowledge in the Microsoft M365 suite, SharePoint, Salesforce or similar products.

If this sounds like you, we'd love to hear from you. For more information, please refer to the role description.

For any questions regarding the recruitment please contact Stephanie Vale via peopleandculture@infrastructure.nsw.gov.au.

Why work for INSW?

Infrastructure NSW is a NSW Government agency providing independent, evidence based advice to Government in relation to infrastructure priorities and projects. Its functions and structure are set out in the Infrastructure NSW Act.

Our core functions include providing independent and strategic advice to ensure infrastructure investment decisions are underpinned by robust assessment and long-term planning; monitoring NSW's infrastructure program through independent reviews and expert analysis; recommending infrastructure projects to the NSW Treasurer for funding from the Restart NSW fund; and managing the procurement and delivery of nominated priority projects.

We offer flexible working including hybrid options, and are committed to fostering a culture of inclusion, providing employees challenging and rewarding work, opportunities for career progression, and learning and development. We offer our employees discounted gym membership, study assistance, salary packaging, and are conveniently located near Wynyard station in Sydney's newest waterfront precinct at Barangaroo.

Our commitment to diversity

We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQI+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and women.

We endeavour to make all our roles flexible. While this role is advertised as full-time, we will consider requests to undertake the work flexibly.

How to Apply

To apply for this position, please submit your resume and no more than a two-page cover letter which addresses;

• How do your skills and experiences align with the requirements of the Product Support Officer role?
• What unique value will you bring to INSW if you are successfully appointed in this position?

Closing Date: Monday, 25 August 2025 [9.59am]

Please note that applications received via email will not be considered. Please apply using the 'Apply now' link below. A recruitment pool may be created through this recruitment process.

A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role or similar roles, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months. For general enquiries about the recruitment process, please contact People & Culture at peopleandculture@infrastructure.nsw.gov.au

For technical support, please contact support@iworkfor.nsw.gov.au or 1800 562 679

• Seniority levelAssociate

• Employment typeFull-time

• Job functionProduct Management, Information Technology, and Analyst
• IndustriesGovernment Administration

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