Technical Service Engineer

Office of the CEO | Parramatta | Casual

• Casual position available, based in our Parramatta NSW office
• Support the delivery of reliable, customer-focused IT services across multiple AMES Australia sites
• Hourly rate is $ % super
• Other benefits include:
• Regular performance feedback and performance review process
• Supportive environment and caring work culture with work/life balance
• Cultural Diversity
• Salary packaging (Full FBT employer) including: superannuation, Novated Leases, laptops, mobile phones, professional development, subscriptions and memberships, and briefcases
• Flare Employee Discounts Program
• 17.5% Annual Leave Loading
• Employee Assistance Program (EAP)

About the role:

Guided by ITIL best practices, the Technical Support Engineer focuses on managing incidents, service requests, and IT assets, while assisting in the implementation of technical solutions and maintaining network functionality. Working closely with IT Team Leaders, the broader IT team and end users, this position contributes to service continuity and ongoing improvements in IT support. Key focus areas include Change Enablement, IT Asset Management, Knowledge Management, Service Level Management, Information Security, and support for AI Governance initiatives.

To be considered for this role, you will be able to demonstrate the following key selection criteria:

• Minimum Certificate IV in IT or related field;
• 3 years' experience in a similar IT environment including experience in providing technical support in a networked environment; AND
• Microsoft Certified in Windows Server Administrator
• Ability to provide effective technical support and support employees in a networked environment, diagnosing and resolving hardware and software issues
• Knowledge about and the ability to install and support the Microsoft product suite and third-party software
• Understanding of customer service requirements and good customer service skills
• Ability to work effectively in a team environment as well as operating independently
• Demonstrated positive values of integrity, reliability, teamwork, and professionalism
• Demonstrate awareness and responsible use of Generative AI tools (e.g., Microsoft Copilot) in accordance with data protection standards, and ethical AI use Frameworks
• Ability to undertake Windows Workstation Setup, configuration, maintenance, and remote desktop management
• Understanding of Multifunction Device (MFD) setup, maintenance, and vendor escalation processes
• Familiarity with IT asset data collection techniques including barcode scanning, and maintenance of inventory records for compliance and budgeting
• Knowledge of multimedia equipment setup and support, including projectors, media players, and interactive whiteboards
• Basic understanding of ITIL-aligned practices, including Incident Management, Asset Management, Service Continuity, and Change Enablement
• Ability to support testing and deployment of IT solutions (e.g., software upgrades, operating system rollouts) under guidance
• Research capability to evaluate emerging IT and multimedia technologies beneficial to the organisation
• In depth knowledge and experience of computer hardware & peripherals
• Demonstrated ability to undertake Mobile Device Management
• Good communication, troubleshooting and problem-solving skills including the ability to explain technical concepts tonon-technical people
• Demonstrated ability to manage challenging customer interactions and resolve conflict effectively
• Basic training skills & instructions material and user guide development skills
• Good time management and organisational skills
• A current, valid Driver's Licence is required

Applications for this position will be accepted up to 6 PM on Friday 24 October 2025, however interviews and/or other selection processes will commence as suitable applications are received.

To apply for this position please submit:

• Your current resume
• Cover letter addressing the key selection criteria outlined above

About us

AMES Australia is a statutory authority which specialises in the delivery of education, training, employment, settlement and community services to a culturally and linguistically diverse (CALD) client base.

AMES Australia is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders, people from culturally diverse backgrounds and people with disabilities.

AMES Australia is an Equal Opportunity Employer and abides by the Occupational Health and Safety Act. Applicants must have the right to work in Australia. All offers of employment are subject to a satisfactory police check and provision of a current Working with Children Check (where required for position).

AMES Australia's Values include: Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership, Human Rights