Technical Service Engineer

AMES Australia; City of Parramatta Council; On-site; AUD 100,000 - 125,000; Part time

Job summary

A community service organization in Parramatta is seeking a Technical Support Engineer to manage incidents and support IT services. The role requires a minimum Certificate IV in IT and 3 years of technical experience. Key skills include customer service and knowledge of ITIL practices. Benefits include an hourly rate of $44.49 plus superannuation and a supportive work culture.

Benefits

Flare Employee Discounts Program

17.5% Annual Leave Loading

Employee Assistance Program (EAP)

Qualifications

• 3 years’ experience in a similar IT environment.
• Microsoft Certified in Windows Server Administrator.
• Basic training skills and ability to develop instructional materials.

Responsibilities

• Manage incidents, service requests, and IT assets.
• Assist in implementing technical solutions.
• Provide effective technical support for hardware and software issues.

Skills

Customer service skills

Time management

Organizational skills

Ability to diagnose hardware/software issues

Knowledge of ITIL practices

Education

Minimum Certificate IV in IT or related field

Tools

Microsoft Windows Server

Microsoft Office Suite

Remote Desktop Management tools

Multifunction devices (MFD)

Job description

About the role:

Guided by ITIL best practices, the Technical Support Engineer focuses on managing incidents, service requests, and IT assets, while assisting in the implementation of technical solutions and maintaining network functionality. Working closely with IT Team Leaders, the broader IT team and end users, this position contributes to service continuity and ongoing improvements in IT support. Key focus areas include Change Enablement, IT Asset Management, Knowledge Management, Service Level Management, Information Security, and support for AI Governance initiatives.

Responsibilities:

• Manage incidents, service requests, and IT assets in alignment with ITIL practices.
• Assist in implementing technical solutions and maintaining network functionality.
• Collaborate with IT Team Leaders, IT staff, and end users to ensure service continuity and ongoing improvements in IT support.
• Support Change Enablement, IT Asset Management, Knowledge Management, Service Level Management, Information Security, and AI Governance initiatives.
• Support testing and deployment of IT solutions (e.g., software upgrades, operating system rollouts) under guidance.
• Provide effective technical support and diagnose/resolution of hardware and software issues.
• Configure and manage Windows workstations, remote desktop management, MFD setup/maintenance, and vendor escalation processes.
• Maintain IT asset data collection techniques, inventory records, and compliance with budgeting requirements.
• Support multimedia equipment setup and maintenance (projectors, media players, interactive whiteboards).
• Demonstrate knowledge of basic ITIL-aligned practices and professional customer service.
• Communicate technical concepts clearly to non-technical users and manage challenging customer interactions.
• Contribute to documentation such as training materials and user guides; develop and maintain knowledge resources.
• Demonstrate time management and organizational skills; maintain a current driver’s licence.

Selection criteria:

• Minimum Certificate IV in IT or related field
• 3 years’ experience in a similar IT environment, including technical support in a networked environment
• Microsoft Certified in Windows Server Administrator
• Ability to diagnose and resolve hardware and software issues; support Microsoft product suite and third-party software
• Strong customer service skills and ability to work both in a team and independently
• Demonstrated integrity, reliability, teamwork, and professionalism
• Awareness and responsible use of Generative AI tools (e.g., Microsoft Copilot) per data protection standards and ethical AI frameworks
• Windows workstation setup/configuration/maintenance and remote desktop management
• Multifunction device (MFD) setup/maintenance and vendor escalation
• IT asset data collection, barcode scanning, inventory management for compliance and budgeting
• Knowledge of multimedia equipment setup and support
• Basic training skills and ability to develop instructional materials
• Good time management and organizational skills
• A current, valid Driver’s Licence

Applications close up to 6 PM on Friday 24 October 2025; interviews and/or other selection processes will commence as suitable applications are received.

To apply for this position please submit:

• Your current resume
• Cover letter addressing the key selection criteria outlined above

Salary and benefits:

• Casual position based in Parramatta NSW
• Support the delivery of reliable, customer-focused IT services across multiple AMES Australia sites
• Hourly rate: $44.49 + 12% super
• Other benefits include: regular performance feedback and review, supportive culture and work/life balance, cultural diversity, salary packaging options, Flare Employee Discounts Program, 17.5% Annual Leave Loading, and Employee Assistance Program (EAP)

About AMES Australia

AMES Australia is a statutory authority delivering education, training, employment, settlement and community services to a culturally and linguistically diverse client base. We are committed to a diverse workforce and encourage applications from Aboriginal and Torres Strait Islanders, culturally diverse backgrounds, and people with disabilities. We are an Equal Opportunity Employer and comply with the Occupational Health and Safety Act. Applicants must have the right to work in Australia. All offers are subject to a satisfactory police check and a Working with Children Check where required.

Our values: Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership, Human Rights.