Specialist - Lab Support
The University of New South Wales (UNSW Sydney) UNSW Kensington Campus, Sydney, NSW
Dates
- Opening Date: 13-Sep-2024
- Closing Date: 29-Sep-2024
Location
- UNSW Kensington Campus, Sydney, NSW
Salary
- Excellent starting salary $110,073 plus 17% super and leave loading
Responsibilities
- Provide Level 2 and Level 3 support for teaching and research lab technology related incidents and requests.
- Respond to escalated customer requests and update end users on incidents logged within agreed timeframes.
- Manage incident and request management activities in close co-operation with other UNSW IT Support groups.
- Perform a high level of incident and request resolution via remote control methods where possible.
- Take a leading role in application of IT policies, processes, solutions and standards for running UNSW teaching and research lab based technologies.
- Perform higher level and complex desktop management tool administration duties which could include specialist software management, deployment, device and application management via Microsoft SCCM / InTune and deployment / rebuild tasks under Apple Jamf Pro/ Puppet.
- Analyse and resolve escalated incidents involving advanced technical complexity, and escalate to other support teams within IT where necessary.
- Provide a consultative service and requirements gathering approach for customers' technology support requests.
- Provide workplace technology support to all levels of customers including senior and executive managers.
- Provide support for specialist technology equipment in differing lab environments across all faculties and schools (including but not limited to Wet Science labs, Engineering labs, Bio medical labs, hospitals).
- Support specialist research workstation needs where a leveraged solution is not appropriate (e.g: Workstations or Katana).
- Support IT Hub customer service desks as required.
- Contribute to the continued improvement of UNSW IT processes, procedures and practices through identifying and suggesting innovative and improved ways of working.
- Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself or others.
Requirements
- Minimum 3 - 5 years of relevant experience in a University (or similar) centralised technology lab support function, coupled with a Diploma and/or certificate level education in IT, or equivalent experience.
- Advanced working knowledge of Windows, Linux or macOS, LAN's, Wireless and TCP/IP networking, PC, mobile device and printer hardware, latest Microsoft Office suite, email clients and Enterprise messaging solutions.
- Advanced working knowledge of the interfaces between commodity technology and equipment used in research and education lab settings.
- Experience with Enterprise wide hardware rollouts and administration is desirable.
- Strong analytical thinking and troubleshooting skills with the ability to develop and document technical solutions.
- Strong customer service approach and experience in mentoring and supporting team members.
- Excellent verbal and written communication skills, with the ability to explain technical terms to a non-technical customer.
- Good interpersonal skills, and ability to build effective relationships with key stakeholder and fellow colleagues with a client focused approach.
- An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
- Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training.
Benefits
- Flexible hybrid working
- Additional 3 days of leave over the Christmas Period
- Access to lifelong learning and career development
- Progressive HR practices
- Discounts and entitlements
Notes
- The University reserves the right not to proceed with any appointment.
Dates
- Opening Date: 07-Sep-2024
- Closing Date: 04-Oct-2024
Location
- Flinders Street campus, Melbourne
Salary
- Not Available
Responsibilities
- Provide 1st Line support for desktop, laptop, and application issues.
- Manage and resolve technical issues, including network faults and security problems.
- Ensure timely and accurate ticket logging and resolution.
- Support new starters with equipment setup and provisioning.
- Maintain asset records and assist with IT documentation and knowledge base updates.
Requirements
- 2+ years’ experience in providing technical service desk and help desk analyst support
- Good working knowledge of End User IT technology - PC/Desktop support and LAN
- Excellent customer service skills, proven customer-focused desktop services capability
- Exposure across Microsoft & Apple platforms, Audio Visual, managing printer fleets, and associated technologies
Benefits
- Study free in a course/degree related to your position
- B Corp certified university – values driven and purpose led
- Access to internal opportunities - Be supported to learn, grow and move across the organisation
Notes
- Hiring process includes assistance or accommodation during the recruiting phase.
- Contact for reasonable accommodation is provided.