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Senior Technical Support Officer – Shared Services IT

Apply now Job no: 497415
Work type: Full time
Location: Hobart
Categories: Information Technology

Senior Technical Support Officer – Shared Services IT

  • Full time, ongoing position.
  • Based in Hobart.
  • Provide expert technical and specialised advice to the University Executive.

The IT Shared Services portfolio within University Services is responsible for providing exceptional customer service and delivering efficient, responsive frontline IT support for a diverse range of information and communication technology (ICT) services at the University of Tasmania.

The Opportunity

The Senior Technical Support Officer, working under the broad direction of the Manager, Shared Services Operations, is responsible for providing expert technical support and advice to the University Executive and other key stakeholders, along with the broader University employee and student community as required.

Key Accountabilities:

  • Provide expert technical and specialised advice in the delivery and support of a range of high-quality ICT services.
  • Undertake high level technical support requests associated with the installation, maintenance and provision of hardware, software and business applications to support the achievement of organisational results.
  • Establish and maintain relationships with stakeholders, training and orienting them on the effective use of hardware, software and business applications.
  • Investigate, analyse and resolve end-to-end service issues to ensure a seamless, effective and tailored IT solution in accordance with established ITS standards.
  • Operate as a point of escalation and adopt a mentoring role for the Client Services Officers.
  • Work collaboratively with the Team Leader Service Delivery, to ensure that there is a cohesive approach to ICT service delivery.

Your Application

To be successful in the role, your application will need to demonstrate;

  • A tertiary qualification in computing or relevant field with at least 4 years subsequent relevant experience; or extensive experience in a technical, customer focused ICT support environment; or an equivalent combination of relevant experience and/or education/training.
  • High-level conceptual, analytical and problem-solving skills in the support and improvement of system functionality, ensuring business continuity and delivery of robust IT solutions.
  • High level digital literacy and competency in the administration and use of Microsoft Office 365 and other key business applications and operating systems.
  • Highly developed interpersonal and verbal communication skills including the ability to consult and liaise with end users and business owners to achieve successful outcomes.
  • Experience in analysing and documenting business requirements and processes and translating these into quality procedural and knowledge base documents.
  • Proven commitment to high-level service delivery and experience working directly with multiple levels of customers.


Appointment to this role will be at HEO 7 and will have a total remuneration package of up to $114,674 comprising base salary within the range of $89,171 to $98,012 plus 17% superannuation.

COVID-19 Update:

The University of Tasmania recognises that this is critical for the workforce at the University to protect the safety of our workforce and vulnerable Tasmanians.

Applicants for this role must be prepared to provide evidence of Covid-19 vaccination as a condition of employment.

How to Apply

  • To apply online, please provide the following supporting documentation:
    • Resume;
    • Cover letter outlining your suitability and motivation for the role;
    • Your responses to the success criteria.
  • For further information about this position, please contact Jodi Rusden, Manager Shared Services Operations, or 03 6324 3220
  • Please visit for our guide to applying and details on the recruitment process.

Applications close Thursday, 7 July 2022, 11.55pm

Download File Position Description - Senior Technical Support Officer – Shared Services IT.pdf

To be eligible for this position, you are required to have Australian citizenship, permanent residence or a current valid visa that allows you to fulfil the requirements of this role.

Advertised: Tasmania Standard Time
Applications close: Tasmania Standard Time

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