Onsite Support

Date: 15 May 2024

Location: Brisbane, QLD, AU

Company: CSIRO

Acknowledgement of Country

CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

Child safety

CSIRO is committed to the safety and wellbeing of all children and young people involved in our activities and programs. View our Child Safe Policy.

The opportunity

 

  • Supportive, rewarding, inclusive environment. 
  • Innovative and collaborative workplace with fantastic flexibility 
  • Join CSIRO - Australia's premier research organisation

 

The On-Site Support team is part of CSIRO Information Management and Technology (IMT) and is responsible for the delivery of effective and timely IT support within CSIRO.

On-Site Support is the secondary point of contact for IMT services within CSIRO. It’s main functions are:

  1. On-Site Support: Hands-on support for tasks requiring physical assistance to resolve an issue or fulfil a request.
  2. Remote Support: Remote incident resolution and request assistance using different IMT tools. Support scope includes staff based across Australia and over-seas.

 

On-Site Support staff members are expected to actively contribute to the quality of the service delivered to clients. The successful applicant will require an excellent customer service ethic, strong IT knowledge and skills, and be able to provide an effective and efficient response to incidents and requests spanning a broad physical and technical range and with varying levels of complexity. The successful applicant will also possess outstanding organisational, interpersonal, and communication skills.

This role will actively contribute to IMT's service direction, participating in applying adaptive and innovative solutions to complex and/or ambiguous issues across one or more service and/or technical streams. Through demonstrated client focus, the incumbent will gain the support of key stakeholders, and contribute to integrating IMT technical solutions with business requirements to achieve CSIRO's strategic and organisational objectives.

Your duties will include:

 

  • Deliver IT support to provide resolution in a timely manner to problems or requests that require On Site attendance.  Examples include:

    • Deployment of PC desktops, laptops, LCD monitors, printers and other IT related equipment.

    • Network Port patching.

    • Software fault assistance.

  • Deliver remote IT support to provide both response and resolution in a timely manner to incidents or requests.

  • Apply known solutions to customer reported issues.

  • Develop and maintain relationships contributing to virtual teams across the CSIRO IMT model to ensure the delivery of best practice service.

  • Contribute positively to stimulate and promote a team approach and develop sound working relationships with clients on a day-to-day basis as a representative of CSIRO IMT.

  • Identify tasks/issues that cannot be resolved and refer them to senior CSD staff and/or Technical Specialist Teams. 

 

Location: Pullenvale, QLD

Salary: AU$70k - AU$90k plus up to 15.4% superannuation

Tenure: Indefinite

Reference: 96325

To be considered you will need:

 

Essential

  • Education/Qualifications: Relevant trade certificate/diploma/bachelor’s degree or equivalent relevant work experience in Information Management and Technology.
  • Australian Citizenship/Checkable Background: This position requires the successful candidate to hold or satisfy the requirements to obtain and maintain a Negative Vetting 1 security clearance. A national Police check will also need to be conducted.
  • Communication:  Ability to communicate in a fluent and courteous manner, both orally and in writing, offering factual information supported by proven data, and providing appropriate feedback when required.
  • Behaviours:  A history of professional and respectful behaviours and attitudes in a collaborative environment.
  • Adaptability:  The ability to effectively manage a number of competing priorities simultaneously, and carry out non-routine tasks under technical direction from Senior Technical/Research staff.
  • Problem Solving: Proven ability to investigate routine problems by identifying and considering the implications of a range of available alternative solutions.

Desirable

  • Experience supporting Mac and Linux operating systems.

 

For full details about this role please review the Position Description

Eligibility

Applications for this position are open to Australian/New Zealand Citizens. Appointment to this role is subject to the ability to obtain and maintain a security clearance at the Negative Vetting 1 level

Appointment to this role is subject to provision of a national police check and may be subject to other security/medical/character requirements.

Flexible working arrangements

We work flexibly at CSIRO, offering a range of options for how, when and where you work. 

Diversity and inclusion

We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish. 

About CSIRO

At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact. 

 

CSIRO is committed to values-based leadership to inspire performance and unlock the potential of our people.

 

Join us and start creating tomorrow today!

How to apply

Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.

Applications close

2nd of June 2024 11:00pm AEST

 

Shortlisting for this role will take place as applications are received. We therefore reserve the right to close this vacancy once a suitable candidate has been appointed,

Please consider applying as soon as possible.