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There are currently 14 jobs listed by Corporate Services

Technical Support Officer, Field - Client Services & Engagement, Digital Technology & Innovation, Goulburn - NSW Police Force

Organisation/Entity: Corporate Services
Job Category:
  • Information and Communications Technology
Job Location:
  • Illawarra & South Coast / Goulburn & Southern Tablelands
Job Reference Number: 000077MM
Work Type: Full-Time
Number of Positions: 1
Total Remuneration Package: $104,090. Package includes salary ($85,488 - 94,327), employer's contribution to superannuation and annual leave loading.
Contact: (02) 8835 8106 - Michael Chesworth
Closing Date: 01/09/2019 - 11:59 PM

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  • Clerk Grade 5/6
  • Ongoing Full-Time
  • Goulburn


JOB NOTES:
 

Essential requirements - candidates must:

  • obtain and maintain the requisite security clearance for this role
  • hold a current driver’s licence with no traffic offences recorded on their driving history within the last six (6) months. 
  • have Tertiary qualifications in a relevant Information Technology discipline or demonstrated industry experience.


To be eligible to apply for this role, you must meet one of the following statuses: 

  • an Australian Citizen
  • a permanent Australian resident or citizen of New Zealand


Applications from Australian Aboriginal and Torres Strait Islander people are encouraged.
 

This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 12 months.

 

For your application to be considered, you must:

  • attach a cover letter;
  • attach an up-to-date CV/Resume; and
  • address each of the Target Questions in the text boxes provided in the online application or attach as a separate document. Please limit your response to no more than 1 page per question.


Please do not attach copies of Qualifications, Certificates or documentation (other than a Resume/CV) - you can bring these if called for interview.

Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.

Applications can only be submitted electronically online via the I Work for NSW website.
 

For information on applying for roles with the NSW Police Force click here

 

To view or download the Role Description click here

 

APPLICATIONS CLOSE: SUNDAY 1 SEPTEMBER 2019 at 11.59pm



Responsibilities


The Technical Support Officer provides broad-ranging Tier 1 support to users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues of moderate complexity across the organisations’ ICT environment.


Key accountabilities

  • Utilise appropriate tools and methods to address user support queries and return user’s ICT systems and networks to optimum efficiency.
  • Manage set-up activities for ICT devices and systems and monitor their performance to limit or prevent loss of service to end users.
  • Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages.
  • Assist the Technical Support Administrator in the creation of technical support documentation with relevant technical input.
  • Improve the customer experience through the gathering of field information through customer engagement.
  • Provide technical assistance to projects or special research that advance the technical objectives of the NSWPF.


Key challenges
  • Balance competing demands to ensure customer Service Level Agreements are met.
  • Develop and maintain knowledge and technical capability across diverse and dynamic hardware, technologies, platforms and applications.


To view or download the Role Description click here


Key Application Responses


When preparing your application:
  • Your application must stand on its own merits.
  • Responses to each question should be no more than 1 page per question.
  • If you do not demonstrate how you meet the Target Questions for this role, you will not proceed through to the Selection Process.
  • The completeness and relevance of your application will determine if you are called for an interview.


Target Question 1:

What technical and soft skills do you believe are necessary to be an exceptional Technical Support Officer? Provide evidence of your skills and experience you bring to this position. What areas can improve in and what pro-active steps have you taken to improve in these areas?

Target Question 2:
Describe the hardest problem you have faced so far in providing technical support. What made the situation complex and how did you manage to handle it? Was this a good example of excellent customer service and why?