Technical Support Lead in Ukhrul (Job Vacancy)

Location: Manuka, Canberra

Employment Type: Full-time, permanent

Salary Range: $109,560 to $117,990 plus superannuation

Start Date: April 2024

Closing Date: 11.55 pm, Sunday 14 April 2024

About Us

Catholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Catholic Systemic Schools and eight Early Learning Centres.

The Catholic Education Office is committed to workforce diversity and creating inclusive workplaces. We welcome applications from suitable candidates from all diversity groups to support our system of schools and early learning centres in the delivery of quality education outcomes for the students in our care.

About The Role

In this position, you will be supporting the Service Delivery Manager in leading and managing the workload of a team of customer-centric Technical Support Officers. You will ensure high-quality and timely technical support to staff and students across the Archdiocese. You will oversee the daily operations of the service delivery function, providing leadership and support to the service delivery team.

Benefits And Opportunities

• A positive and collaborative workplace culture
• Attractive remuneration package with access to salary packaging
• 24 weeks of paid parental leave (maternity/adoption)
• Up to 14 weeks of paid parental leave (paternity/non-initial primary carer leave)
• Support for professional development and study opportunities

Key Responsibilities

• Manage the performance and workload of a small number of Technical Support Officers as delegated within the organisational chart.
• Act as an escalation point for daily operational activities and direct Technical Support Officers (TSO) as required.
• Perform Lead Duty Technical Support Officer duties including monitoring the performance of the core network infrastructure, investigating, logging and escalating faults with the relevant officer or service providers and providing support to mentor and coach other Duty Technical Support Officers. Escalate issues to the Service Delivery Manager as required.
• Perform Local Technical Support Officer duties including maintaining quality relationships with School or Office stakeholders, understanding local school or office context and managing and service infrastructure as directed by the infrastructure team or Service Delivery Manager.
• Perform Subject Matter Expert duties as delegated by the Service Delivery Manager for specific systems including the maintenance and performance monitoring of systems, design and propose improvements and contribute to the provision of and maintenance of technical and user documentation

Essential Criteria

• Diploma or similar certification in Information Technology or equivalent industry experience.
• Working with Vulnerable People (WWVP) registration and Child Protection (Working with Children Check) (WWCC) or willingness to obtain.
• Australian Driver’s License.
• Highly developed technical skills with the ability to take ownership of complex technical issues and work across teams to achieve resolution.
• Excellent customer service skills with the ability to effectively communicate and work with a diverse customer base.
• Experience with but not limited to; SCCM, MS Intune, MS Exchange, MS Teams, JAMF, Apple School Manager, Active Directory, Entra AD, OKTA and Google Workspace. Windows Server 2016 and newer.
• Current ITIL Foundation certification.
• Certified in or willingness to become certified in MS-900, AZ-900 and SC-900 fundamental Microsoft Certifications.

Please refer to the position description for an in-depth detail regarding the position duties, criteria and skill set required.

Application Process

Applicants are required to submit a cover letter and current resume including a statement of suitability against the skills, attributes, and experience as outlined in the Position Description.

This position involves working with children. The appointment of successful applicants will be subject to satisfactory employment screening for child-related employment in accordance with CE policy.

For further information about the School please visit our website. Information about the Catholic Education Archdiocese of Canberra & Goulburn can be accessed here.

Application queries: Please contact the Recruitment team on 02 6218 0007 or via email recruitment@cg.catholic.edu.au.