Lab Support Specialist

5 days ago

Sydney, New South Wales, Australia UNSW Australia Full time
Job Title: Specialist - Lab Support

This is a challenging and rewarding role that requires a high level of technical expertise and excellent customer service skills.

About the Role:

The Specialist - Lab Support position is accountable for providing technical support and assistance to UNSW staff, students, and researchers in specialist labs and environments across the university.

This role encompasses the provision of computing hardware, installation and troubleshooting of computer software, and the resolution of customer incidents and requests in environments where standard computing is not appropriate.

The role represents the customer-facing side of UNSW IT and requires operating in a professional manner when dealing with both internal and external customers.

Key Responsibilities:
  • Provide Level 2 and Level 3 support for teaching and research lab technology-related incidents and requests.
  • Respond to escalated customer requests and update end-users on incidents logged within agreed timeframes.
  • Manage incident and request management activities in close co-operation with other UNSW IT Support groups.
  • Perform a high level of incident and request resolution via remote control methods where possible.
  • Take a leading role in the application of IT policies, processes, solutions, and standards for running UNSW teaching and research lab-based technologies.
  • Perform higher-level and complex desktop management tool administration duties, including specialist software management, deployment, device, and application management via Microsoft SCCM/InTune and deployment/rebuild tasks under Apple Jamf Pro/Puppet.
  • Analyse and resolve escalated incidents involving advanced technical complexity and escalate to other support teams within IT where necessary.
  • Provide a consultative service and requirements gathering approach for customers' technology support requests.
  • Provide workplace technology support to all levels of customers, including senior and executive managers.
  • Support specialist technology equipment in differing lab environments across all faculties and schools, including but not limited to Wet Science labs, Engineering labs, Bio-medical labs, and hospitals.
  • Support specialist research workstation needs where a leveraged solution is not appropriate.
  • Support IT Hub customer service desks as required.
  • Contribute to the continued improvement of UNSW IT processes, procedures, and practices through identifying and suggesting innovative and improved ways of working.
Requirements:
  • Minimum 3-5 years of relevant experience in a University (or similar) centralised technology lab support function, coupled with a Diploma and/or certificate level education in IT, or equivalent experience.
  • Advanced working knowledge of Windows, Linux, or macOS, LANs, Wireless, and TCP/IP networking, PC, mobile device, and printer hardware, latest Microsoft Office suite, email clients, and Enterprise messaging solutions.
  • Advanced working knowledge of the interfaces between commodity technology and equipment used in research and education lab settings.
  • Experience with Enterprise-wide hardware rollouts and administration is desirable.
  • Strong analytical thinking and troubleshooting skills with the ability to develop and document technical solutions.
  • Strong customer service approach and experience in mentoring and supporting team members.
  • Excellent verbal and written communication skills, with the ability to explain technical terms to a non-technical customer.
  • Good interpersonal skills, and ability to build effective relationships with key stakeholders and fellow colleagues with a client-focused approach.
  • An understanding of and commitment to UNSW's aims, objectives, and values in action, together with relevant policies and guidelines.
  • Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training.

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