Field Services Technical Coordinator

At Ambulance Victoria, we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you join a team dedicated to bringing to life our vision of ‘outstanding emergency health care every time.
AV is seeking an experienced Field Services Technical Coordinator to oversee and coordinate a team of Field Services Officers ensuring the provision of field based second level technical support contributing to team performance and providing effective leadership and support. As key member of the Digital Technology and Services Department (DTS), this is a full time, permanent position currently based in Blackburn with hybrid working arrangements available.

About the role
Reporting to the Manager Field Services, the responsibilities of this position will include, but are not limited to:

- Oversee and monitor the Field Services Incident Queues ensuring that agreed Service Level Agreements are met and in compliance with AV adopted ITIL based processes.
- Identify technical and business risks, issues, and opportunities, taking these into account when planning, prioritising, and making decisions.
- Identify systemic patterns or issues with a view to addressing broader customer service issues.
- Establish systems, processes, and procedures to ensure customer satisfaction and prevent service issues from occurring while promoting customer service as a value.
- Identify key stakeholders and work pro-actively to make sound decisions by influencing and gaining their support and endorsement in the resolution of software, hardware and network issues.
- Provide effective leadership and support to the Field Services Technical Support team by promoting an environment of co-operation and continuous improvement.

About you

**To be considered for this position you will possess**:

- Completion of a degree or relevant industry certification with proven subsequent relevant experience or an equivalent combination of training & relevant experience in an Information & Communications Technology environment
- Proven demonstrated proficiency in a wide suite of ICT technology operations, deployment, installation & support of End User Devices both on premise and remote.
- Experience in Microsoft Endpoint Management suite of tools
- Intune, Autopilot, Configuration Manager, Active Directory
- Leadership, coaching and team skills to build a productive and cohesive team, and manage and develop others to achieve organisational goals and objectives.
- Experience working within an Emergency Services organisation (desirable).
- Strong customer service experience in any field including conflict resolution and stakeholder expectation management including managing vendors and the delivery of managed services.
- Exceptional verbal & written communication skills to ensure information, ideas and plans are clearly articulated and understood by others.
- Time management skills to effectively manage tasks of conflicting priorities and ensure work is completed efficiently and within designated timeframes.
- Strong interpersonal and influencing skills to gain the acceptance and support of ideas, cooperation of others, and the ability to modify styles and techniques to accommodate tasks, situations, and individuals.
- Required to possess a current Victorian Driver Licence

Working at AV
As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking and hybrid working model.
We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you're ready to play an integral role and deliver results that help, make a real difference, we want to hear from you

Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including a Police Check.
This position is graded at AV/4 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement.

How to apply
- A covering letter outlining your experience relevant to the position.
- An up-to-date resume.

At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.