Specialist Critical Infrastructure

UNSW; Sydney; Hybrid; AUD 118,000 - 128,000; Full time

Benefits offered by this job

Flexible working options

Career development

17% superannuation + leave loading

Extra 3 days leave over Christmas

Job summary

UNSW IT is seeking a Specialist to provide elevated 1st/2nd line IT support for staff and students. The role emphasizes customer service, problem solving, and incident resolution within the ITSM framework at UNSW.

Based at Kensington campus NSW with Hybrid Flexible Working (3–4 days in the office). The starting salary is AUD 118,483–128,233 plus superannuation and leave loading. Sponsorship is not available; Australian working rights are required.

Qualifications

• Qualification with industry experience or equivalent knowledge in supporting a large-scale IT environment.
• Minimum of 24 months’ experience working within an IT Service Delivery team, preferably in a large organisation.
• Experience with Server technologies, cloud computing, monitoring, networking, passive infrastructure.
• ITIL foundation certification and/or equivalent experience.
• Ability to explain technical concepts to non-technical staff in easily understood terms.
• Ability to prioritise and manage deadlines in a high-volume environment.
• Demonstrated problem solving skills and customer service focus.
• Knowledge of UNSW IT environments and policies.

Responsibilities

• Provide level 1 and 2 IT support for incidents and requests with elevated technical assistance.
• Resolve complex service requests within the ITSM tool per SLA and policy.
• Develop relationships with customers through operational excellence and first-call resolution.
• Provide updates and solutions to known issues and alerts.
• Monitor, action and communicate resolutions to stakeholders as required.
• Record incidents/requests accurately in ITSM tool.
• Serve as single point of contact via phone, Teams, and email.
• Mentor teammates and provide technical assistance to resolve complex incidents.
• Contribute to training materials and knowledge base for IT Service Centre.

Skills

ITIL Foundation

Customer service

Communication

Problem solving

Teamwork

Prioritisation

Large-scale IT support

Education

Industry experience in IT

Tools

Server technologies

Cloud computing

Monitoring

Networking

Scripting/Automation

Job description

• Employment Type: Full-time continuing role within UNSW IT
• Starting Salary $118483-128233 plus generous superannuation and leave loading
• Location: Kensington campus in NSW (Hybrid Flexible Working) 3-4 days in the office

This Job is based in Australia

• Employment Type: Full-time continuing role within UNSW IT
• Starting Salary $118483-128233 plus generous superannuation and leave loading
• Location: Kensington campus in NSW (Hybrid Flexible Working) 3-4 days in the office

About UNSW

UNSW isn’t like other places you’ve worked. We’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 50 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

The Specialist will provide a Single Point of Contact (SPOC) for all UNSW staff and students for IT services. The role encompasses providing specialised and elevated technical first and second level support, problem solving, resolution and call management in accordance with the UNSW IT policies and procedures. The Specialist role represents the customer facing side of UNSW IT and will be required to operate in a professional manner. The incumbent will be required to support the IT Service Management framework and to maintain exceptional customer service. This role of Specialist reports to the respective Team Leader and has no direct reports.

Specific Accountabilities For This Role Include

• Provide level 1 and 2 support for all IT support related incidents and requests, in addition to providing elevated technical assistance.
• Manage and resolve complex service requests within the IT Service Management solution in accordance with SLA, policies, and procedures in a timely manner with an emphasis on high quality customer service and first call resolution.
• Develop relationships with the customer base through operational excellence to ensure customer satisfaction levels are maximised.
• Proactively provide updates and identify solutions, work- arounds to known errors, incidents or alerts.
• Proactively monitor and action alerts within the monitoring solution, communicate actions and resolutions to business owners and leadership groups as required.
• Accurately record all customer incidents/requests in the IT Service Management tool.
• Provide a single point of contact for customers through a variety of channels including but not limited to, telephone, teams, and email.
• Mentor, and support Specialists within the team to support resolution of complex incidents, including training and providing technical assistance to team members.
• Provide specialised and elevated technical assistance and support to customers by taking control of and resolving complex technical and escalated customer incidents/requests relating to the passive infrastructure and compute spaces
• Develop and revise training materials including guides, knowledge base articles, quick reference sheets and support scripts for the IT Service Centre.
• Manage the communications with stakeholders, both internal and external to provide specialist level services and advice in relation to the implementing, management and operation of the IT Managed environment for all of UNSW.
• Be available for On-Call / After Hours support on a rotating basis, typically one week per month as well as weekend and After Hours work as required.
• Actively identify and implement improvement opportunities or performance issues that impact customer service and achievement of SLA's.
• Align with and actively demonstrate the UNSW Values in Action: Our Behaviours and the UNSW Code of Conduct.
• Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself or others.

Who You Are

• Qualification with industry experience or equilivent level of knowledge gained through any other combination of education, training and/ experience in supporting a large-scale IT environment.
• Minimum of 24 months’ experience working within an IT Service Delivery team, preferably in a large organisation with a high volume of work.
• Experience with Server technologies, cloud computing, monitoring, networking, passive infrastructure, scripting and/or automation.
• ITIL foundation certification and/ or equilivent experience as well as relevant industry equivalent.
• Demonstrated capacity and willingness to work as a member of a proactive team dedicated to the delivery of high-quality services to its customers.
• Ability to communicate (both verbal and written) at all levels in a polite and professional manner; including the ability to explain technical concepts to non-technical staff in easily understood terms.
• Ability to prioritise and manage competing deadlines and workloads in a high-volume environment.
• Demonstrated problem solving skills and ability in handling difficult customer interactions over the phone while maintaining high level of customer satisfaction.
• Demonstrated knowledge of technologies needed to support UNSW IT environments.
• An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training.

Benefits And Culture

• Flexible Working Options (work from home, flexible hours etc)
• Career development opportunities
• 17% Superannuation contributions and additional leave loading payments
• Additional 3 days of leave over Christmas period
• Discounts and entitlements (retail, education, fitness)

For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits

Please note: Sponsorship is not available for this role; valid Australian working rights are required on application

Pre-Employment Checks

As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.

Contact

Jen MacLachlan - Talent Acquisition Partner- e: [e-mail]

Applications close

Monday 9th of November at 11.30pm

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

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