Lab Support Specialist
2 weeks ago
About the Role
The UNSW IT Lab Services Specialist will be responsible for providing Level 2 and Level 3 support for teaching and research lab technology related incidents and requests.
Key Accountabilities
- Provide technical support for teaching and research lab technology, including hardware and software issues.
- 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 application of IT policies, processes, solutions and standards for running UNSW teaching and research lab based technologies.
Skills and Experience
- 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, LAN's, Wireless and TCP/IP networking, PC, mobile device and printer hardware, latest Microsoft Office suite, email clients and Enterprise messaging solutions.
- 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.
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