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Senior Technical Support Officer

2 months ago

Brisbane, Queensland, Australia Anglicare Southern Queensland Full time
The Opportunity to Make a Difference

Anglicare Southern Queensland is seeking a highly skilled Senior Technical Support Officer to join our ICT team. As a key member of our corporate office, you will play a vital role in ensuring our workers can continue to provide support to Queenslanders.

Key Responsibilities
  • Provide technical support and advice to end-users, responding to queries 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.
  • Perform fault analysis of systems and hardware, including proactive intervention into known issues and incident reporting.
  • Document, log, and monitor systems and security issues, and provide updates.
  • Act as an escalation point for Analysts and Service Desk, providing 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, analyze 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 organization 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 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 prioritization 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 organization and make a real impact in your role to assist Queenslanders in need.
  • Great flexibility, work-life balance, flexible hours, and a hybrid work-from-home 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 that aims 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.

Anglicare is committed to building an inclusive and diverse workforce and encourages applications from Aboriginal and Torres Strait Islander people, those from cultural and linguistically diverse backgrounds, LGBTIQ+ communities, people with disabilities, and people with a lived experience of mental ill health. We promote a child-safe environment and are committed to providing ongoing care and protection.