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Senior Technical Support Specialist

2 months ago

Brisbane, Queensland, Australia Anglicare Southern Queensland Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Officer to join our ICT team at Anglicare Southern Queensland. As a key member of our corporate office, you will play a critical role in ensuring our workers can continue to do their job in support of Queenslanders.

Key Responsibilities
  • Provide technical support and advice to all organisational business units, responding to queries as logged through the Helpdesk.
  • Manage work projects through to completion, including monitoring progress and adjusting plans.
  • Provide onsite and remote assistance in resolving helpdesk calls, and escalate critical and unresolved issues when required, in a timely and professional manner.
  • Provide fault analysis of systems and hardware, including proactive intervention into known issues and incident reporting.
  • Document, log, monitor systems and security issues, and follow-up activities, providing updates as required.
  • Act as escalation point for Analysts, Service Desk, and provide support as required.
  • Install software and utilities on client devices and servers, and provide hardware and peripheral installation as needed.
  • Monitor system operations and performance, analyse and report on trouble trends, and develop improvements where issues arise.
Requirements
  • Significant experience in assisting end users with various ICT issues, preferably within a large organisation, with strong customer-facing skills (3-5 years' experience).
  • Knowledge of effective practices associated with ICT service level, business improvement, and change management.
  • Ability to communicate both technical and non-technical information at all levels.
  • Enthusiastic and highly motivated, with the ability to work calmly under pressure and effectively manage a high workload.
  • Excellent time management and prioritisation skills.
  • Qualifications in Information Technology or similar (desired).
  • Relevant vendor certification - ITIL, Cisco, Microsoft, Citrix, VMWare or similar (desired).
  • Willingness to travel in the service region if required.
What We Offer
  • Join a respected Not For Profit organisation and make a real impact in your role to assist Queenslanders in need.
  • Great flexibility, work-life balance, flexible hours, and hybrid work from home (WFH) model.
  • Salary Packaging - package up to $15,900 per year tax-free.
  • In addition to your tax-free benefit, you can also use up to $2,650 of your pre-tax income to pay for entertainment expenses.
  • Enjoy the potential tax savings of a Novated Car Lease.
  • Employee Discounts at some of Australia's leading retailers.
  • 6% Bupa Health Insurance Discount.
  • Career Opportunities - join a company who aim to promote from within to fill new roles with our internal-only Job Board.
  • Opportunities to purchase additional annual leave.
  • Pastoral Care Support & Employee Assistance Programs.
  • Free annual Flu vaccinations.