Location: Manuka, Canberra
Employment Type: Full-Time, Permanent 
Salary Range: $78,931 - $88,645 (based on skills and experience) plus Superannuation
Start Date: May 2024
Closing Date: 11.55 pm, Monday 6 May 2024

Catholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Catholic Systemic Schools and nine Early Learning Centres.

The Catholic Education Office is committed to workforce diversity and creating inclusive workplaces. We welcome applications from suitable candidates from all diversity groups to support our system of schools and early learning centres in the delivery of quality education outcomes for the students in our care.

About the Role

In this position you will be working in a team of customer centric Technical Support Officers. You will ensure the provision of high quality and timely technical support to staff and students across the archdiocese.  You will be a key part of daily service delivery operations providing a senior level of technical ability across the service delivery team.

• A positive and collaborative workplace culture
• 24 weeks of paid parental leave (maternity/adoption) 
• Up to 14 weeks of paid parental leave (paternity/non-initial primary carer leave) 
• Support for professional development and study opportunities 

Key Responsibilities

• Perform Lead Duty Technical Support Officer duties, including monitoring the performance of the core network infrastructure, investigating, logging and escalating faults with the relevant officer or service providers and providing support to mentor and coach other Duty Technical Support Officers. Escalate issues to Technical Support Leads and the Service Delivery Manager as required.
• Assist in the creation of technical and user documentation (Standard Operating Procedures – SOPs) using adapted templates, standards, and knowledge base tools.
• Capture, review, respond and resolve requests using the service desk toolset within the prescribed service level agreement. Correctly categorised requests and created problem records if required. Follow-up customers or escalate as required.
• Perform local technical support officer duties, including maintaining quality relationships with school or office stakeholders, understanding local school or office context, and managing service infrastructure as directed by the infrastructure team, technical support lead, or service delivery manager.
• Perform Duty Technical Support Officer duties, including participating in the Service Delivery Roster to provide Level 1 support to all system users via phone, ITSM tool and other methods as defined in the Service Delivery operating model.
• Using the ITSM tool and ITIL concepts, actively manage Incident, Problem, Change and Release records to ensure workload is captured for analytical purposes.

Essential Criteria

• Diploma or similar certification in Information Technology or equivalent industry experience.
• WWVP Card or willingness to obtain.
• Australian Drivers License. 
• Highly developed technical skills with the ability to take ownership of complex technical issues and work across teams to achieve resolution.
• Excellent customer service skills with the ability to effectively communicate and work with a diverse customer base.
• Work as part of a team with a high attention to detail and an ability to meet agreed service delivery timeframes.
• Ability to work under pressure and effectively manage and prioritise work plans.
• Excellent communication skills (oral and written) with an ability to translate and communicate technical information in a simple and straightforward manner.
• Ability to think critically and contribute to resolving technical issues.
• Experience with root cause analysis, application administration, server administration, backup management, storage management and disaster recovery.
• Experience with but not limited to SCCM, MS Intune, MS Exchange, MS Teams, JAMF, Apple School Manager, Active Directory, Entra AD, OKTA and Google Workspace. Windows Server 2016 and newer.
• Certified in or willingness to become certified in MS-900, AZ-900 and SC-900 fundamental Microsoft Certifications.
• Demonstrated ability to contribute to small to medium projects using project management methodologies and frameworks.

Desirable:

• Demonstrated skills with PowerShell automation, as well as the use of Microsoft Azure Functions, AWS Lambda, and Dell Boomi for integration processes.

Please refer to the position description for in-depth details regarding the position duties, criteria, and skill set required.

Position Description