Junior Technical Support Analyst - Cloud & Infrastructure

UTS; Broadway; On-site; AUD 80,000 - 86,000; Full time

Benefits offered by this job

Flexible work practices

Parental leave

Salary packaging opportunities

Job summary

UTS is seeking a Junior Technical Support Analyst to join the Cloud & Infrastructure team. This role provides frontline technical support to staff and students, resolving hardware, software and technology issues while delivering an outstanding customer experience.

Working in a large university environment, you will support asset lifecycles and contribute to service improvements. Ideal candidates are early-career IT professionals with knowledge of IT support processes, strong problem-solving and

Qualifications

• Knowledge of IT support processes, ticketing systems and customer support best practices.
• Strong problem-solving skills and the ability to deliver practical, effective technical solutions.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with a diverse range of stakeholders.
• A strong customer service focus and commitment to delivering high-quality support outcomes.
• The ability to work collaboratively within a team while managing competing priorities.
• An interest in technology and a willingness to learn new systems, tools and ways of working.
• Strong attention to detail and the ability to maintain accurate records and documentation.
• Relevant qualifications, or an equivalent combination of education, training and practical experience in IT support.

Responsibilities

• Provide frontline technical support to staff and students, troubleshooting and resolving hardware, software and technology-related issues.
• Collaborate with technology teams to deliver reliable and customer-focused support services across the University.
• Support the implementation and continuous improvement of technical support processes and procedures.
• Assist with IT asset lifecycle activities, including device maintenance, upgrades and refresh programs.
• Maintain accurate support records and provide timely communication regarding support requests and issue resolution.
• Liaise with vendors and suppliers to support the resolution of technical issues when required.
• Contribute to cybersecurity awareness and compliance activities while maintaining the confidentiality of sensitive information.
• Stay current with emerging technologies and industry best practices to enhance service delivery and user support.

Skills

IT support processes

Ticketing systems

Problem solving

Communication skills

Teamwork

Customer service

Attention to detail

Willingness to learn

Stakeholder management

Education

Relevant IT qualification or equivalent experience

Job description

Junior Technical Support Analyst - Cloud & Infrastructure

Our vision is to be a leading public university of technology recognised for our global impact. We are a dynamic and innovative university, ranked among Australia's leading universities and located in the heart of Sydney's innovation precinct. The Information Technology Unit (ITU) is seeking a motivated and customer-focused Junior Technical Support Analyst to join the Cloud & Infrastructure team.

This is an excellent opportunity for an early-career IT professional looking to develop their technical skills within a large and complex technology environment. You'll work across a broad range of technologies, supporting staff and students while contributing to the delivery of reliable, secure and high-quality IT services across the University.

About the Team

The Information Technology Unit provides the core technologies that enable UTS to teach, learn, conduct research and operate effectively.

Working within an agile environment, Cloud & Infrastructure partners with stakeholders across the University to deliver sustainable, secure and customer-focused technology services. The team embraces collaboration, continuous improvement and modern ways of working to ensure technology supports the needs of staff, students and researchers.

As a Junior Technical Support Analyst, you will provide frontline technical support to faculty, staff and students, helping resolve hardware, software and technology-related issues while delivering an outstanding customer experience.

Working closely with technology teams across ITU, you will support the delivery of efficient and responsive IT services, assist with asset lifecycle activities and contribute to initiatives that improve service quality and operational effectiveness. This role offers broad exposure across desktop support, client technologies, IT service management and enterprise systems, making it an ideal opportunity for someone looking to build a long-term career in information technology.

Key Responsibilities

• Provide technical support to staff and students, troubleshooting and resolving hardware, software and technology-related issues.
• Collaborate with technology teams to deliver reliable and customer-focused support services across the University.
• Support the implementation and continuous improvement of technical support processes and procedures.
• Assist with IT asset lifecycle activities, including device maintenance, upgrades and refresh programs.
• Maintain accurate support records and provide timely communication regarding support requests and issue resolution.
• Liaise with vendors and suppliers to support the resolution of technical issues when required.
• Contribute to cybersecurity awareness and compliance activities while maintaining the confidentiality of sensitive information.
• Stay current with emerging technologies and industry best practices to enhance service delivery and user support.

About You

To be successful in this role, you will bring:

• Knowledge of IT support processes, ticketing systems and customer support best practices.
• Strong problem-solving skills and the ability to deliver practical, effective technical solutions.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with a diverse range of stakeholders.
• A strong customer service focus and commitment to delivering high-quality support outcomes.
• The ability to work collaboratively within a team while managing competing priorities.
• An interest in technology and a willingness to learn new systems, tools and ways of working.
• Strong attention to detail and the ability to maintain accurate records and documentation.
• Relevant qualifications, or an equivalent combination of education, training and practical experience in IT support.

Remuneration

Base Salary Range: $80,311 to $85,903 pa (HEW 4)

This role attracts 17% superannuation in addition to the base salary.

This position is offered on a full-time continuing basis.

UTS staff also benefit from a wide range of employee benefits including flexible work practices, generous parental leave and salary packaging opportunities.

Please note that occasional after-hours work, participation in an on-call roster and weekend support may be required to assist with major changes or critical incidents.

UTS prioritises safety, respect, and inclusion for every member of our community. In support of this, and in line with our statutory obligations under the National Code to Prevent and Respond to Gender-Based Violence 2026, all prospective employees must declare any past investigations relating to gender-based violence. Employment at UTS is contingent upon completion of this declaration, and, where necessary, assessment of any identified risk factors. We appreciate your role in upholding the standards and behaviour expected of our community.

General enquiries or issues with your application may be directed to the UTS Recruitment Team at ***********@uts.edu.au.

Closing Date: Please note that applications will be reviewed as they are received. We encourage interested candidates to apply as soon as possible, as this advertisement may close earlier than the advertised closing date if a sufficient number of suitable applications are received.

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

Accessibility

UTS Recruitment is committed to digital accessibility. If you experience any difficulty with the content of our advertising, please let us know so we can ensure our information is accessible to everyone.

In addition, if you have a disability that requires adjustment to the recruitment process or an alternative application pathway, please contact ***********@uts.edu.au for assistance.

UTS is recognised widely as supporting inclusivity and diversity through our Wingara Indigenous Employment Strategy, Social Impact Framework and UTS Access and Inclusion Plan.