Your new company

The organization in South Australia is responsible for managing the public education system in the state. Their goal is to provide world-class primary and secondary education in all areas of the curriculum, while also working closely with families to ensure that vulnerable children and young people are supported and protected. They aim to achieve quality learning and wellbeing outcomes for children and young people, and offer a range of integrated education, training, and child development services to benefit children, young people, and families.

Your new role

The ICT Support Officer is accountable to the Team Leader, ICT Technical Support for providing a range of remote and onsite level 2 support services to sites throughout South Australia. The ICT Support Officer coordinates and undertakes incident management process and customer requests to restore normal service operations as quickly as possible to minimize the impact to site's operations. The role troubleshoots issues in a variety of different and complex environments, including support for hardware and software and where applicable preliminary diagnosis of server and network infrastructure problems. The technician also delivers a high degree of customer service for all support queries, develops and maintains responsive communication channels with a range of internal and external stakeholders, and contributes to the growth and maintenance of ICT knowledge management.

• Provides level 2 support services to sites
• Coordinates and undertakes incident management process and customer requests
• Troubleshoots issues in a variety of different and complex environments
• Delivers a high degree of customer service for all support queries
• Develops and maintains responsive communication channels with a range of internal and external stakeholders
• Contributes to the growth and maintenance of ICT knowledge management
• Coordinates and undertakes the management and monitoring of records and information systems to ensure that all reported incidents and requests are accurately recorded, tracked, updated and completed and that customers are kept informed on status and progress.

What you'll need to succeed

• Knowledge of ICT infrastructure including desktop and laptop hardware, mobile devices, network peripherals, software, and Microsoft, Google and Apple solutions utilised in educational environments, and working knowledge of servers, switches, TCP/IP networking and information system security principles and practices.
• Demonstrated experience in coordinating and undertaking second level Incident and problem management processes, diagnosing and resolving software, operating system, business application and connectivity issues, and adhering to ITIL principles.
• Well-developed interpersonal and written and verbal communication skills to foster collaborative working relationships with people at all levels and provide clear and concise information to technical and non-technical customers and stakeholders.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or ravindu.tharuka@hays.com.au for further information.

At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.