UNSW Australia Lab Support Specialist

1 week ago

Sydney, New South Wales, Australia UNSW Australia Full time

At UNSW Australia, we are seeking a highly skilled Lab Support Specialist to join our team.

We offer a competitive salary of $110,073 plus 17% super and leave loading, as well as flexible hybrid working arrangements.

About the Role

The Lab Support Specialist will be responsible for providing technical support for teaching and research labs across UNSW. This includes Level 2 and Level 3 support for technology-related incidents and requests, responding to escalated customer requests, and managing incident and request management activities.

The successful candidate will have advanced knowledge of Windows, Linux, or macOS, LANs, Wireless, and TCP/IP networking, PC, mobile device, and printer hardware, and latest Microsoft Office suite, email clients, and Enterprise messaging solutions.

They will also have experience with Enterprise-wide hardware rollouts and administration, strong analytical thinking and troubleshooting skills, and excellent verbal and written communication skills.

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 high-level incident and request resolution via remote control methods where possible
  • 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 which could include specialist software management, deployment, device, and application management via Microsoft SCCM/InTune and deployment/rebuild tasks under Apple Jamf Pro/Puppet
  • Analyse 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
  • Support specialist technology equipment in differing lab environments across all faculties and schools
  • Support specialist research workstation needs where a leveraged solution is not appropriate
  • 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
What We Offer
  • Flexible hybrid working arrangements
  • A competitive salary of $110,073 plus 17% super and leave loading
  • Additional three days of leave over the Christmas period
  • Access to lifelong learning and career development opportunities
  • Progressive HR practices and discounts and entitlements
About UNSW Australia

UNSW Australia is a world-leading research-intensive university committed to equity, diversity, and inclusion. We welcome applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community, and people of Aboriginal and Torres Strait Islander descent.

We offer a supportive and inclusive work environment, and we provide workplace adjustments for people with disability. We are an equal opportunity employer and encourage applications from eligible staff.

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