IT Support Officer (Ongoing) Brisbane

Transcription

1 IT Support Officer (Ongoing) Brisbane SAE Institute, with 54 campuses in 28 countries, has been setting the global benchmark for creative media education since In Australia, we proudly offer government accredited certificates, diplomas, and bachelor degrees across 6 disciplines Animation, Audio, Design, Film, Games, and Web & Mobile. The Role: The provision of information management and technology advice and services to their respective SAE Institute based businesses and divisions under the supervision and direction of the IT Manager and Business Unit Manager. The role will require working as an integral part of a central service desk providing day to day IT support needs for staff and students. You will be essential in maintaining the operation of IT systems as well as providing advice and support to staff to the team. The Responsibilities: Provide timely and effective first and second level advice and support to clients by: Monitoring, receiving and responding to helpdesk, telephone, and other requests; Investigating and resolving desktop hardware and software faults; Escalating faults to other technical staff as appropriate; and Advising and assisting with IT purchases in line with business unit and SAE Institute policies and procedures. Install and maintain desktop computer systems according to established procedures. This includes: Installing and maintaining operating systems, network and application software on desktop computers Developing and maintaining automated imaging and installation procedures; Investigating and resolving desktop hardware and software faults; Liaising with vendors and warranty agents for repair and resolution of faults beyond the scope of local expertise; and Undertaking the transportation and manual handling of computer equipment. Contribute to the administration and maintenance of IT systems, according to established procedures. Specifically, this includes: Contributing to the maintenance of the business internal knowledge base; Arranging transport of equipment between sites; and Monitoring supplies of consumables and ordering as necessary to ensure continuity of stock. Contribute to the development of effective audio visual/digital animation systems to support the objectives of internal groups including: Assisting with evaluation of equipment and technologies in collaboration with other expert staff, customers and vendors. Contribute to the maintenance of network services between businesses units and Navitas including: Assisting with maintenance of directory services and user accounts. Contributes to the professional standing of SAE Institute IT as a centre of excellence by: Developing and maintaining effective relationships with staff, other divisions and third parties and liaising closely with them; Dealing promptly and effectively with staff, other divisions and third parties on all information management and technology related matters. Contributes to the maintenance of client privacy by: Ensuring privacy regulations are understood and implemented Ensuring client records and personal information are stored securely Cooperating with other SAE Institute staff and external agencies in a way which ensures Navitas complies with privacy regulations

2 Qualifications & Experience : Diploma level qualification/s in an IT or related field, or equivalent relevant education, training or professional experience. Troubleshooting: Windows and Mac operating systems Productivity applications such as Microsoft Office, Acrobat Pro DC and iwork. Design applications such as Adobe Creative Cloud, Autodesk, Avid Pro Tools & Media composer, Ableton & Nuke. Cisco Networking (CCNA desirable) System administration Active Directory Deploy Studio SCCM CRM IT Procurement Core Competencies : Understanding of network topologies, configuration and hardware including -Windows AD, server, Policy management, OSX SCCM, Deploy Studio. Proven competence in installing and supporting personal computer hardware in an MS Windows and Macintosh OSX environments including Microsoft Windows/ OSX operating systems, Comprehensive knowledge of software and hardware relevant to SAE Institute educational programs; Must be able to effectively troubleshoot campuses related issues at a level 1 or level 2 standard before escalation Demonstrated ability to problem solve and exercise judgment whilst working independently, at times without supervision, often remotely via telephone and remote desktop. Demonstrated commitment to providing a high level of customer service. Well-developed written and verbal communication skills, including the ability to communicate technical concepts to nontechnical staff. Possession of a current, valid driver s license. Knowledge of Server 2012, DNS, file sharing, firewall policy management. Demonstrated ability to use initiative in the work area in an ICT development environment. Terminal and command line experience Ability to present interesting and stimulating information sessions; Understanding of copyright as it applies to an educational institution; Ability to advise on the selection, development and use of appropriate tools to support library services; Understanding of and adherence to WH&S, Anti-Discrimination, Sexual Harassment, Access and Equity, Equal Employment Opportunity principles and practices and other relevant legislation; and skills in the use and application of appropriate Microsoft and Apple products. If this sounds like you, please a cover letter outlining how your skills and experience meet all the requirements of the job along with your resume to the hiring manager. Application close 27 October Questions pertaining to the position may be addressed to the National IT Manager, Luca Marino, luca.marino@navitas.com You will be asked the following question when you apply: Are you eligible to work in Australia?

3 Position Description: IT Support Officer Location: All Australian Campuses Operationally reports to: IT Manager Functionally reports to: Business Unit Manager Primary Objective/s: The provision of information management and technology advice and services to their respective SAE Institute based businesses and divisions under the supervision and direction of the IT Manager and Business Unit Manager. This is a 100% full-time role located at the respective business unit. The person filling this position should have Australian permanent residency and rights to work within Australia. Key Responsibilities: Provide timely and effective first and second level advice and support to clients by: Monitoring, receiving and responding to helpdesk, telephone, and other requests; Investigating and resolving desktop hardware and software faults; Escalating faults to other technical staff as appropriate; and Advising and assisting with IT purchases in line with business unit and SAE Institute policies and procedures. Install and maintain desktop computer systems according to established procedures. This includes: Installing and maintaining operating systems, network and application software on desktop computers Developing and maintaining automated imaging and installation procedures; Investigating and resolving desktop hardware and software faults; Liaising with vendors and warranty agents for repair and resolution of faults beyond the scope of local expertise; and Undertaking the transportation and manual handling of computer equipment. Contribute to the administration and maintenance of IT systems, according to established procedures. Specifically, this includes: Contributing to the maintenance of the business internal knowledge base; Arranging transport of equipment between sites; and Monitoring supplies of consumables and ordering as necessary to ensure continuity of stock. Contribute to the development of effective audio visual/digital animation systems to support the objectives of internal groups including: Assisting with evaluation of equipment and technologies in collaboration with other expert staff, customers and vendors. Contribute to the maintenance of network services between businesses units and Navitas including: Assisting with maintenance of directory services and user accounts. Person Specification: Qualifications & Experience Diploma level qualification/s in an IT or related field, or equivalent relevant education, training or professional experience. Experience with deployment of client images Experience with print servers and general printer troubleshooting Core Competencies Understanding of network topologies, configuration and hardware including -Windows AD, server, Policy management, OSX Open directory and user/client management. Proven competence in installing and supporting personal computer hardware in an MS Windows and Macintosh OSX environments including Microsoft Windows/ OSX operating systems, Comprehensive knowledge of software and hardware relevant to SAE Institute and Qantm College educational programs; Must be able to effectively troubleshoot campuses related issues at a level 1 or level 2 standard before escalation Demonstrated ability to problem solve and exercise judgment whilst working independently, at times without supervision, often remotely via telephone and remote desktop. Demonstrated commitment to providing a high level of customer service. Well-developed written and verbal communication skills, including the ability to communicate technical concepts to non technical staff. Possession of a current, valid driver s license. Knowledge of OSX server, OD, DNS, file sharing and access control via ACLS or POSIX, Linux server systems. Demonstrated ability to use initiative in the work area in an ICT development environment. Terminal and command line experience Contributes to the professional standing of SAE Institute IT as a centre of excellence by:

4 Developing and maintaining effective relationships with staff, other divisions and third parties and liaising closely with them; Dealing promptly and effectively with staff, other divisions and third parties on all information management and technology related matters. Contributes to the maintenance of client privacy by; Ensuring privacy regulations are understood and implemented Ensuring client records and personal information are stored securely Cooperating with other SAE Institute staff and external agencies in a way which ensures Navitas complies with privacy regulations

5 Performance Framework Key Result Area Major Activities Performance Indicators Insert the area the position will be responsible for delivering results. Increased Student Enrolments insert the associated activities the person will be required to carry out to deliver on the key result area. - actively engage with prospective students at events and via communications - run marketing activities at local schools etc.. and generate leads insert what the individual will be measured against to show their success in delivering on the key result area / major activity - Enrolment numbers meet agreed targets for each Trimester - CRM reports show leads followed up within 48hrs