Lead Tech Field Eng

What success looks like in this role:

This role entails providing comprehensive IT support to senior government officials and their staff through phone, email, in-person, and remote channels. Key duties include managing stakeholder relationships, resolving hardware and software issues, administering Windows OS and Microsoft 365, handling access controls, software deployments, and Mobile Iron. It also involves queue management, staff training, contributing to service improvements, and supporting domestic travel and events.

• Provide technical IT support to Ministers, departmental SES Band 2/3 Officers and their support staff via telephone, email, face to face and remotely.

• Provide excellent support both verbally and written

• Stakeholder and relationship management of customers at various levels.

• Installing, maintaining, and troubleshooting ICT hardware, software, and peripherals.

• Windows Operating System (OS) and 365 system build, preparation, and administration.

• Administrative task – Microsoft access controls, software deployments, Mobile Iron

• Queue management via the department's service management tool, resolving Incidents and Service Requests.

• Compiling and troubleshooting issues before engaging with internal support teams for resolution.

• Training of new staff to ensure consistency in expectations and service delivery.

• Involvement in performance and learning and development discussion

• Contributing to service improvement opportunities and knowledge base development.

• Domestic travel and event support, as required.

You will be successful in this role if you have:

• Excellent verbal and written communication skills.
• The ability to communicate with influence, with a diverse range of customers and stakeholders.
• Experience delivering on outcomes whilst working independently.
• Experience responding to ICT enquires and requests from a range of stakeholders.
• Proven experience in leadership roles, building a positive culture with a focus on service quality, which ensures client and stakeholder satisfaction and confidence.
• Experience in implementing and driving training of new staff to ensure consistency in expectations and service delivery.
• The ability to provide high quality advice and client service on ICT matters.
• Experience working in a support environment, with Microsoft Products, including Windows Operating Systems and the Microsoft Office Suite.
• A strong focus on Continual Service Improvement within the ICT Service Delivery context.
• Demonstrated experience in effective people skills and the ability to engage authentically with stakeholders on complex issues.
• Skills and experience in managing competing priorities, able to anticipate and meet the needs of stakeholders.
• Engagement in performance and learning and development discussions.
• Initiative to improve work practices.
• Experience with planning, scheduling, and delivery of BAU and small-scale ICT activities within a team environment.
• The ability to travel domestically as required.

Mandatory Requirements:

• Must be an Australian Citizen.
• This role requires a mandatory NV2 security clearance. Please ensure that you possess one of these clearances before applying.

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