Become part of our family and make a difference to young Australians through supporting their education
Permanent full time position
Based in Sydney CBD
Salary range $78,000 to $82,400 + Super + Salary Packaging

The Smith Family is a children’s education charity that helps young Australians experiencing disadvantage to create better futures for themselves through harnessing the power of education. We are currently seeking an IT Support Engineer to help us achieve The Smith Family’s vision.

Reporting to the Support Desk Team Leader and working with a dedicated, energised, and passionate team in a fast-paced environment, this role will provide exceptional Tier 1 IT support to enhance our customer experience and keep TSF staff and existing ICT systems operating reliably and securely. To troubleshoot and resolve Tier 2 and Tier 3 support incidents and requests and escalate matters that cannot be resolved to other BIS personnel or responsible 3rd parties in a timely manner.

A day in the life of an IT Support Engineer might look like this, but every day can be different. Primarily, you will be responsible for:

Ensure that service incidents and requests are prioritised and actioned according to the organisation’s published Service Catalogue
Maintain regular communication with internal and external stake holders and provide transparency of operational targets and realistic resolution timeframes
Ensuring technical queries not progressing are escalated to responsible BIS personnel or 3rd parties according to established procedures
Create and Maintain knowledge base articles (Wiki) to support internal and external stakeholders
Create and Maintain applications for deployment through existing self-service mechanisms
Support process improvements to increase efficiencies of existing support and operational BAU
Monitor, maintain and support relevant IT systems (desktops, routers, printers, etc.) in line with published procedures to maintain uptime of the IT services
Provide Tier 2 and Tier 3 support to supported end point devices, systems and platforms
Working on most assigned tasks without referral back to Team Leader/Cloud Services Manager
Ensure that Service Incidents and Service Requests are accurately entered into the Service Desk System. The lifecycle of the Incident or Support request must be owned and managed from logging through to resolution, escalating if and when necessary

Our successful candidate will bring the following:

Tertiary qualification in Information technology
2+ years supporting a Microsoft environment supporting PC’s and network infrastructure
2+ years applied understanding of network fundamentals (OSI layers 1 – 3) and network protocols (DNS, HTTP/S, TCP/IP)
Working knowledge and able to manage of Teams/Zoom environment and its compatible conference devices such as Polycom.
Experience with Windows 10, Manage and maintain Standard Operating Environment (SOE) through Intune, WDS
User and device management through Active Directory, Azure, Office365 admin portal
Experience with network administration such as SDWAN, Wi-Fi, ADSL/NBN
Strong customer service focus
Strong problem solving & troubleshooting skills

About our culture

The Smith Family has employees at the centre of its values and operations. We nurture a supportive and inclusive culture that enables people to achieve personal and professional goals, through collaboration and innovation. With a proven work-life balance, wellbeing and health are our top priorities. Enjoy many other benefits, such as tax concessions and flexible working arrangements.

here. For any other information, please contact Manu Shrestha, BIS Support Desk Team Leader at Manu.Shrestha@thesmithfamily.com.au.

Closing date: 4 April 2024

Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children’s Check. We are an equal opportunity employer and are committed to principles of cultural diversity. Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.

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