IT Support Technician

The University of Sydney; Sydney; On-site; AUD 101,000 - 109,000; Part time

Job summary

The University of Sydney is seeking an IT Support Technician – Field Services to provide frontline technical support to staff and students across Windows, macOS, iOS and Android. You will be the primary in-field contact, resolving incidents and requests within SLAs and delivering excellent customer service in a dynamic university setting.

This casual, part-time role offers hands-on work, opportunities to contribute to knowledge bases, and collaboration with ICT teams and external partners to

Qualifications

• Demonstrated experience providing customer-focused IT support in a professional environment.

Responsibilities

• Provide professional, reliable technical support to University staff and students across client technologies.
• Manage and resolve IT incidents and service requests within SLAs, keeping customers informed.
• Investigate and troubleshoot hardware, software, systems and network issues to identify solutions.
• Deliver expert technical advice across Windows, Apple, iOS and Android environments.
• Maintain accurate service records and contribute to knowledge bases and training docs.
• Collaborate with ICT teams and external partners to deliver service excellence.

Skills

Customer-focused IT support

Troubleshooting

Windows

macOS

iOS

Android

Remote support

Service management tools

Tools

Service Management software

Remote support tools

Exchange Online

Intune

Jamf

Azure

Job description

• Casual opportunity for an IT Support Technician
• Make a real impact: Use your technical expertise to support staff and students, solve complex IT challenges and deliver exceptional customer service in a dynamic university environment.
• HEO 6 $73.45- $79.18 per hour + super

Why join the University of Sydney?

Join one of Australia's leading universities at a pivotal time, where technology is evolving to better support student learning, teaching excellence, and research at global scale.

ICT is central to the University's mission, delivering the platforms, services, and partnerships that enable student success, strengthen teaching, and accelerate research impact.

With strong investment and ambitious transformation underway, you'll work in a large and complex environment where your contribution will have visible, meaningful impact across the University community.

The opportunity

The IT Support Technician – Field Services is responsible for providing technical support services with client technology to staff and students at the University. The position is a key customer interface for ICT’s delivery of in-field services, working under general direction as a routine contact point for receiving, handling, and resolving a broad range of support incidents and requests.

What you'll do

• Provide professional, reliable technical support to University staff and students across a range of client technologies.
• Manage and resolve IT incidents and service requests within agreed service levels (SLAs), keeping customers informed throughout the process.
• Investigate and troubleshoot hardware, software, systems and network issues to identify effective solutions.
• Deliver expert technical advice and guidance on the use of client technologies across Windows, Apple, iOS and Android environments.
• Maintain accurate service records, contribute to knowledge bases and develop operational and training documentation.
• Collaborate with ICT teams, University colleagues and external partners to deliver customer-focused service excellence and continuous improvement.

What we're looking for

• Demonstrated experience providing customer-focused IT support in a professional or enterprise environment.
• Strong technical troubleshooting and problem-solving skills across Windows, Apple, iOS and Android technologies.
• Experience managing IT incidents and service requests using Service Management software and remote support tools.
• Knowledge of Microsoft Exchange Online, Intune, Jamf and Azure in a large-scale environment.
• Experience troubleshooting network issues, including TCP/IP, DNS and DHCP, with enterprise software installation and deployment.
• Excellent communication and stakeholder engagement skills, with a commitment to delivering service excellence and working collaboratively with ICT teams.

Accessibility and inclusion

The University of Sydney is committed to creating an inclusive recruitment experience for all candidates. If you require adjustments or additional support at any stage of the recruitment process, we encourage you to let us know.

This may include adjustments to the interview format, additional time, breaks, accessible interview locations, receiving materials in advance, or any other practical support that will help you participate comfortably.

For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact *********@sydney.edu.au

EEO statement

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQ+. We welcome applications from candidates from all backgrounds.

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer. Find out more about our work on diversity and inclusion.

Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University.

Also, to meet the University’s obligations under the National Higher Education Code to Prevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process.

Sponsorship / work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to be eligible to apply. Visa sponsorship is not available for this appointment.

The University reserves the right not to proceed with any appointment.