Technical Specialist

4 weeks ago

Sydney, New South Wales, Australia UNSW Australia Full time

Job Title: Technical Specialist - Lab Support

About the Role:

The Technical Specialist - Lab Support will provide technical support for teaching and research lab technology at UNSW Australia. This role will involve providing level 2 and level 3 support for lab technology related incidents and requests, responding to escalated customer requests, and managing incident and request management activities.

Key Responsibilities:

  • Provide technical support for teaching and research lab technology
  • Respond to escalated customer requests
  • Manage incident and request management activities
  • Perform a high level of incident and request resolution via remote control methods
  • 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
  • Analyse and resolve escalated incidents involving advanced technical complexity
  • Provide a consultative service and requirements gathering approach for customers' technology support requests
  • Provide workplace technology support to all levels of customers
  • Support specialist technology equipment in differing lab environments
  • Support IT Hub customer service desks as required
  • Contribute to the continued improvement of UNSW IT processes, procedures, and practices

Requirements:

  • Minimum 3-5 years of relevant experience in a university (or similar) centralised technology lab support function
  • Advanced working knowledge of Windows, Linux, or macOS, LANs, Wireless, and TCP/IP networking
  • 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
  • Strong customer service approach and experience in mentoring and supporting team members
  • Excellent verbal and written communication skills
  • Good interpersonal skills and ability to build effective relationships with key stakeholders and fellow colleagues
  • Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training

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