As Australia’s first private, not-for-profit university, Bond University based in Robina on the Gold Coast seeks to be recognised internationally as a leading independent university, imbued with a spirit to innovate, a commitment to influence and a dedication to inspire tomorrow's professionals who share a personalised and transformational student experience.

Customer Support Officer

Information Technology Services

Full-Time, Fixed Term Appointment for 2 years

Position Reference No: 151072015

Join Australia’s top university for teaching* and enjoy staff benefits including:

· Free staff car parking

· 36.75 hour standard work week

· Access to flexible work/work from home arrangements#

· Up to 18/26 weeks of parental leave#

· Salary packaging options for FBT and Non-FBT items#

· 17.5% of base salary leave loading

· Staff wellbeing program

· Free & Confidential Employee Assistance Program available for all staff

· Study assistance for staff and dependents#

· Corporate health and finance discounts

· Onsite Medical Centre and Counselling Services

· Onsite Sports Centre including gym, fitness classes and pool#

About the Position

Join our dynamic team as an IT Customer Support Officer and become a key member of our university's technological support network.

In this role, you'll have the opportunity to engage directly with students, staff, and university affiliates, providing a high level of customer support on all direct phone, email, and in-person IT support service issues. From troubleshooting IT-related incidents to identifying technical problems and escalating to specialist IT teams -the central focus of this role is delivering high-quality customer experience and service to our university stakeholders.

Being part of the Customer Support Services team, you will also assist with installations, moves and changes to technology environments, as well as everyday hardware and peripheral support services for business activities and teaching spaces. You will also assist with education and knowledge capture.

The role operates within defined core working hours; however, flexibility is required during these, along with the ability to attend on-campus engagements at short notice when needed.

About the Person

The ideal candidate will bring:

• Completion of Year 12 and progress towards a qualification in IT or Information Management, or equivalent experience.

• Strong communication skills and the ability to work collaboratively in a team environment.

• Proven problem-solving abilities in networking and internet-related issues.

• Demonstrated customer support experience, including user education and clear documentation.

• Advanced computer skills including hardware, software, operating systems, experience using and updating knowledge bases, and an understanding of audio-visual technologies.

• Ability to manage multiple tasks with precision, while remaining adaptable to change.

Salary details

The salary for the position commences at $71,938.46 per annum, plus 12% superannuation.

Please note: The fixed term of this employment contract will be for up to two years, with twelve months' probation. The prospect of conversion to a continuing employment contract will be discussed at the end of the contract term.

Further information

Position-related enquiries can be directed to Gaston Icasate, Manager, Customer Support Services on (07) 5595 5817 or [email protected]

How to Apply for this Position

For further details regarding this appointment, please reference the Position Description and Selection Criteria.

Applicants can apply using the Apply button. All candidates are required to Create a New Account via our candidate portal and submit the necessary supporting documents which should include your Resume and a Cover Letter addressing the Selection Criteria outlined in the Position Description.

Due to the anticipated high volume of applications, preference will be given to candidates who clearly demonstrate their suitability by addressing the Selection Criteria using the STAR method (Situation, Task, Action, Result). Providing specific, outcome-focused examples will strengthen your application.

For current Bond University staff, apply directly via HR Connect, log in with staff credentials, from the Home dashboard select Careers, select the role and apply.

If you require any assistance with your application submission, please visit Applying for jobs at Bond.

Applications close: 11:59pm, Wednesday 23 July 2025.

Applicants must have current work rights in Australia at the time of application. This status will be verified as part of the recruitment process.

Please note, the successful applicant will be required to produce a certified copy of their highest qualification received prior to commencement of duty.

Conditions of employment are offered under a Bond Workplace Agreement (BWA).

Bond University is an equal opportunity employer, and we encourage our students and staff to respect individuality, inclusiveness and diversity. In line with Bond University’s values, people from diverse backgrounds, women, Aboriginal and Torres Strait Islander people, people who identify as LGBTIQ+, and people with a disability are encouraged to apply for positions at the University.

Please advise the Talent Acquisition Team if you require any reasonable accommodations to assist you at anytime during the recruitment process.

For more information, visit Supporting diversity at Bond | Bond University | Gold Coast, Queensland, Australia

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*Australian Financial Review’s Best Universities Ranking 2024