IT Specialist

5 hours ago

Sydney, New South Wales, Australia UNSW Australia Full time
Job Overview

As a highly skilled IT Specialist at UNSW Australia, you will play a critical role in providing technical support for the university's teaching and research labs. With a strong focus on customer service and technical expertise, you will be responsible for resolving complex technical issues, managing incident and request management activities, and collaborating with other support teams to deliver exceptional service.

About UNSW Australia

UNSW Australia is a world-renowned institution with a diverse community of students, staff, and researchers. Our mission is to provide a supportive and inclusive environment that fosters innovation, creativity, and excellence. As an IT Specialist, you will be part of a team that values collaboration, communication, and continuous improvement.

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 applying 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 which could include specialist software management, deployment, device, and application management via Microsoft SCCM / InTune and deployment/rebuild tasks under Apple Jamf Pro/Puppet

* Analyze 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

* Provide support for 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, hospitals)

* Support specialist research workstation needs where a leveraged solution is not appropriate (e.g., Workstations or Katana)

* 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

Salary: $110,073 plus 17% superannuation and leave loading, making it an attractive opportunity for professionals seeking a rewarding career in IT.

Required Skills and Qualifications

* 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

Benefits

* Flexible hybrid working arrangements allowing for a better work-life balance

* Additional 3 days of leave over the Christmas period

* Access to lifelong learning and career development opportunities

* Progressive HR practices promoting employee well-being and job satisfaction

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