Technical Support Specialist

About AARNet

Australia’s Academic and Research Network (AARNet) was established in 1989 and is widely regarded as the founder of the Internet in Australia and renowned as the architect, builder and operator of world-class network infrastructure for research and education. 

We are Australia’s National Research and Education Network (NREN). We connect over one million users—researchers, faculty, staff and students—at institutions across Australia, supporting education and research across a diverse range disciplines including high energy physics, climate science, genomics, radio astronomy and the arts.

Nationally, AARNet interconnects Australian universities, the CSIRO, and other organisations who have a research and education mission, or with whom the education and research sector interacts. These include hospitals, vocational training providers, schools and museums. Internationally, AARNet interconnects the Australian Research and Education (R & E) community to the world – and continuously develops new capabilities and partnerships to facilitate seamless data access and transfer. 

AARNet also offers a suite of supporting applications to our customers. These include network and collaboration services such as Zoom and Eduroam, that enable innovation in the delivery of research and education.

We are an organisation of innovators, doers, and courageous thinkers. We are not constrained by traditional products and solutions and we constantly strive to build the solutions that our customers will need tomorrow – today. If you have the imagination, foresight and drive to build the future why not come and join us?

The Role

The Technical Support Specialist role provides support for AARNet’s products and services and acts as the escalation point for members of the Operations Centre team.

The successful candidate for this role will be able to understand, diagnose and resolve technical support requests and know when to seek further support from vendors or in house when necessary. They will be comfortable with both team based and autonomous environments; problem ownership and solution focus; and have an unwavering commitment to service excellence.

This is a permanent full time opportunity and would suit an applicant that has had some experience in a technical service desk role in the past, is passionate about great customer experiences, and would like to develop further in technical support.

Responsibilities

The responsibilities of the role are broad with a key focus on the areas of; Product Support; Technology Support; Service Management; and Documentation & Procedures.

Technical Support & Operations

• Provide technical support for AARNet’s products, technologies, services and infrastructure
• Act as a team mentor and demonstrate AARNet’s required levels of service excellence

Service Management

• Log and track service requests, incidents and changes, using AARNet’s ticket system
• Take ownership of service requests, incidents, problems, and change activities as it relates to product offerings and operations
• Identify root causes, liaise with others and produce solutions to discovered problems
• Ensure customers, partners, stakeholders and suppliers are kept informed on the progress of any incidents or problems through to resolution
• Ensure service levels are maintained, escalating incidents to Operations Centre Manager as required
• Provide periodic reports including incident reports, DR testing, capacity management and areas and report of current pain points
• Work collaboratively across operations centre functions to develop and implement improvements to service management tooling and reporting
• Assist in other duties as required within the limits of competency, as requested, ensuring adherence to task priorities

Documentation & Procedure

• Document solutions and/or workarounds for use by the operations centre
• Assist in creating, developing, maturing and maintaining documentation
• Contribute to the development and ongoing maintenance of technical documentation & standards

Expertise, experience & qualifications

• A qualification in an IT related discipline, or an equivalent combination of relevant experience and training
• 2+ years of experience in a related role
• Experience of working in an Academic Organisation would be highly advantageous
• Understand or certified in ITIL principles - Experience in incident, service catalogue, knowledge management, change, and problem management
• Experience in supporting Microsoft and Linux based systems
• Demonstrated problem solving and troubleshooting skills
• Excellent written, oral and interpersonal communication skills are required
• Familiarity with service management frameworks
• Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, attention to detail and maintain professionalism

Important skills

Must have the ability to:

·       Professionally respond to, and work collaboratively with customers and colleagues

·       Work independently, be self-motivated and able to prioritise tasks

·       Learn and understand, troubleshoot and solve problems.

·       Ability to prioritise and multi-task in a fast paced, ever changing environment

Conditions of employment

AARNet is committed to diversity and providing equal opportunity to all. We’re a great place to work if you want to make a difference. 

AARNet is committed to diversity and providing equal opportunity to all. We’re a great place to work if you want to make a difference. 

AARNet provides competitive remuneration and a host of other benefits including:

•           17% superannuation;

•           Flexible work options;

•           Options to purchase additional Annual Leave;

•           2 days paid Women’s Wellness Leave per month;

•           24 weeks paid Parental Leave – Primary Carer;

•           4 weeks paid Birth Trauma Leave;

•           24 weeks paid - Adoption Leave;

•           16 weeks paid Parental Leave – Secondary Carer;

•           5 days paid – First Nations Cultural Leave;

•           2 days paid Family Wedding Leave;

•           24 weeks paid – Foster Carer Leave;

•           5 days paid – Fertility Leave;

•           8 weeks paid – Gender Affirmation Leave;

•           Strong Equal Opportunity focus;

•           Sector leader in Social Responsibility and Ethics; and

•           A culture and company structure that allows your career to grow with access to leading edge technologies