Field Support Officer

2 weeks ago

Newcastle, Australia NSW Government -TAFE NSW Full time

**Filed Support Officer**
**TAFE Worker Level 5**
- Work across multiple geographical locations to support the TAFE community
- Become part of a supportive and collaborative team
- 35-hour week with flex time
- 1 x Full-time permanent position located at Newcastle with the desire to create an eligibility list for future potential temporary and permanent vacancies at any campus across NSW

TAFE NSW is dedicated to meeting the evolving needs of the NSW economy and workforce, offering world class training and education that delivers the skills needed for the jobs of today and tomorrow. Join our innovative, dynamic organisation while we embark on a once in a generation evolution to modernise, upskill and digitally transform into a world-class education provider.

**THE OPPORTUNITY**
The Field Support Officer is responsible for utilising prior service desk knowledge and experience to deliver a combination of virtual, on site and/ or service desk assistance and support to geographically dispersed staff, students and key stakeholders. The position will deliver a tiered response for Systems Group field support and service desk in order to listen to, diagnose and resolve a range of intermittent to complex client requests.

**ABOUT YOU**
You are a customer focused field support officer who has experience delivering both virtual and on-site support across a multitude of issues varying across all support levels. You place your customers at the centre of all decision making and strive to provide timely and effective support by accurately detecting issues and successfully resolving them. You champion documentation to update records and create user documents for processes to elevate service resolution procedures.

You champion communication and collaboration between teams and have a customer-centric approach. You have great communication skills to resolve IT issues and can translate IT speak to help customers who don’t have IT expertise.

Crucially, you are someone who shares the TAFE NSW Values of Integrity, Collaboration, Excellence and Customer First.

In addition to the above, you will also need a current NSW drivers’ license.

**HIGHLY REGARDED**
- Ability to engage with and deliver technology support and demonstration to diverse cohorts within an educational organisation
- The ability to understand customer requirements, and to deliver proactive support for contemporary as well as emerging technologies such as Cloud based computing

For further information regarding the role please review the Position Description and Information Package.

**HOW TO APPLY**
- Attach an updated resume (2 pages max)
- A cover letter outlining your suitability for the role (2 pages max)
- Response to the 2 Targeted Questions (300-word limit each)

**Applications close: Tuesday 29 August 2023 at 11:59PM**

**OUR COMMITMENT TO DIVERSITY & INCLUSION**

This is a child-related position. A Working with Children Check is a prerequisite for anyone in child
- related work. It involves a national criminal history check and review of findings of workplace misconduct.

For ongoing positions in the NSW Public Sector, you need to be an Australian Citizen or Permanent Resident. For most Temporary jobs, you need a visa that gives you permission to work in Australia.

An eligibility list may be created for this position, and position(s) of the same classification that subsequently become vacant may be filled using this eligibility list.

**Key Application Responses**:
1. As a Field Support Officer, you will be required to provide technology support to our customers. Outline a time when you supported a challenging customer remotely to resolve a complex issue. What skills and tactics did you use to ensure that you provided an optimal customer experience?

2. As a Field Support Officer, what techniques and technologies do you use to manage your day-to-day activities? Please provide an example of when you dealt with competing priorities. What did you do, who did you communicate with, and what was the outcome?

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