• Information Technology Services - Customer Support Services
• We have 2 full-time, continuing positions available with salary in the range $80,523 - $89,505 (HEW 5) plus a generous super allowance of up to 17%.
• Join a pivotal team providing essential technical support and ensuring client satisfaction in a dynamic environment that values innovation and cutting-edge technology.
• Utilise your expertise to deliver timely Tier 1 and 2 endpoint support, promote cyber security best practices, and contribute to the university's mission of academic and technological excellence.
• Based at our St Lucia campus

About This Opportunity

This role is responsible for providing timely and effective Tier 1 and 2 technical support and troubleshooting to University clients. As a key point of contact between ITS and clients, the position requires strong communication skills to ensure high levels of customer satisfaction.

Key responsibilities will include:

• Provide first-level IT support for hardware, software, and AV issues across teaching, research, and client environments via multiple support channels.
• Manage and maintain IT systems, assets, and technologies including M365, identity access management, and AV platforms using UQ tools.
• Deliver high-quality customer service through effective communication, responsiveness, and follow-through on service requests and incidents.
• Collaborate with teams, maintain technical documentation, and ensure compliance with UQ's cyber security policies and procedures.

About You

Essential

• Qualifications and training equivalent to an undergraduate degree in IT or related field or an equivalent combination of relevant experience and/or education/training.
• Experience providing support in the various PC operating system environments: Windows, macOS, and Linux, or Audio-Visual operational components and systems.
• Demonstrated skills and experience in remote assistance and on-site support.
• Understanding of IT/Data security issues and solutions.
• Experience in providing support in mobile technologies.
• Experience in dealing with people in a service capacity within an IT service management environment.
• Demonstrated effective interpersonal, oral and written communication skills particularly, in documenting processes and work instructions, and interpreting client requirements.
• Demonstrated problem-solving skills.
• High level of personal motivation and initiative as well as the ability to work as part of a geographically dispersed yet unified team.
• Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail and maintain professionalism
• Experience working on project teams as a team member.

Desirable

• Knowledge of audiovisual technologies.
• Knowledge of server operating systems.
• Awareness of emerging technologies
• Familiarity with service management frameworks.
• Current Class C Driver's licence

You must maintain unrestricted work rights in Australia for the duration of this appointment, and may be required to complete background checks including, criminal history and education checks. Employer sponsored work rights are not available for this appointment.

About UQ

As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave, 17% superannuation contributions, 17.5% annual leave loading.
• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight.
• Health and wellness discounts - fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family.
• Cheap parking, On campus childcare and Salary packaging options.

Want to Apply?

All applicants must upload the following documents in order for your application to be considered:

• Cover letter addressing each criteria of the 'About You' section
• Resume

For more information about this opportunity, please contact Olivia Thompson at [email protected]. For application queries, please contact [email protected] stating the job reference number (below) in the subject line.

Applications close Tuesday May 20 at 11.00pm AEST (R-49120)

UQ is committed to a fair, equitable and inclusive selection process, which recognises that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory. Candidates who don't meet all criteria are encouraged to apply and demonstrate their potential. The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role.

We know one of our strengths as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to [email protected] for accessibility support or adjustments.

If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.