ICT Systems Engineer & Client Support Specialist

Queensland Corrective Services; City of Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Queensland Corrective Services is seeking a Technical Officer to support ICT environments, both on-site and remotely, in a primarily Microsoft setting. You will configure, monitor and maintain systems, provide Tier 1/2 support, and help train end users while contributing to documentation and knowledge base updates.

The role requires strong problem-solving ability, excellent communication, and the capacity to work within defined service levels and safety policies.

Qualifications

• Technical knowledge/experience in managing ICT environments in one or more technical domains.
• Ability to deliver high quality ICT support to clients, prioritising tasks.
• Ability to identify and resolve ICT problems within defined SLAs.
• Strong interpersonal skills to foster good working relationships and quality client service in a team.
• Good oral and written communication to assist with system documentation and work instructions.
• Demonstrated experience or ability to quickly learn ServiceNow and ITIL Service Management processes.

Responsibilities

• Fulfil responsibilities in line with QCS values.
• Follow service quality standards and OH&S policies to ensure safe, high-quality services and workplaces.
• Provide operational support (on-site and remote) to QCS sites in a primarily Microsoft environment.
• Configure/install/monitor/support/manage ICT environments with high-level technical expertise.
• Provide training on the QCS desktop environment and applications to end users.
• Develop and maintain ICT documentation including knowledgebase articles and work instructions.
• Provide Tier 1/2 technical support and participate in the contact centre for incident resolution.
• Triage and escalate incidents per policies and procedures.
• Prioritise tasks, meet deadlines and manage workflows to achieve defined service levels.
• Investigate and diagnose incidents and implement remedial actions to maintain service levels.
• Update and maintain procedures for maintenance of one or more technical domains.
• Deliver excellent customer service using organisational and communication skills to reach decisions.
• Meet enterprise service levels by applying QCS ITSM processes.

Skills

ICT environments management

ICT support delivery

Problem identification & resolution

Interpersonal skills

Communication skills

ServiceNow knowledge

Tools

ServiceNow

Job description

Queensland Corrective Services is seeking a Technical Officer to support ICT environments, both on-site and remotely, in a primarily Microsoft setting. You will configure, monitor and maintain systems, provide Tier 1/2 support, and help train end users while contributing to documentation and knowledge base updates.

The role requires strong problem-solving ability, excellent communication, and the capacity to work within defined service levels and safety policies.