Position Type: Risk: The Technical Support Officer role is a broad banded position covering Grade 5 to Grade 10.

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1 Position Title: Technical Support Officer Grade: G8 G10 Position Type: Permanent Full Time: Branch: Information Systems Hours: 35 hours per week Based on: 35 hr/week 38 hr/week Division: Corporate Support Reporting to: Team Leader, Technical Services Child Protection Risk: High Low Position Objectives To be part of, and contribute to, a customer focused team that supports the organisation by providing technical support and advice regarding Council s local and wide area network infrastructures, desktops, peripherals, communications systems, voice over IP PABX and internet technologies. The position services staff and management of all divisions of Council. Scope The Technical Support Officer role is a broad banded position covering Grade 5 to Grade 10. The core position has three major functions: o Maintain network, communications and PBX related infrastructure o Provide technical and desktop support for computer hardware, software and peripherals o Produce and maintain technical documentation Additional for Grade 9 o Install and configure servers and communications related infrastructure o Develop, maintain and update Managed Operating Environment (MOE) for Council s desktops o Provide professional technical and desktop support/advise to the organization o Support and assist the Team Leader, Technical Services Additional for Grade 10 o Provide highest level technical support for computer hardware, software and peripherals o Provide professional advice regarding network design and integration to support Council s evolving computer networks o Develop, maintain and update Managed Operating Environment (MOE) for Council s desktops and Active Directory Group Policies. o Produce and maintain professional technical and user documentation o Research, recommend and implement where agreed, latest computing technologies o Provide high level professional support to the Team Leader, Technical Services and Manager Information Systems Page 1 of 7

2 Scope This position is responsible to the Team Leader, Technical Services. It is an operational position that relies heavily on teamwork and prioritisation of work. Responsibilities are controlled by an established internal Service Level Agreement. The Divisions of Council rely heavily on the availability of the Systems and these services are vital to the effectiveness of Council s operations. All duties and responsibilities are to be completed in a timely manner in accordance with the Service Level Agreement or as directed by the Manager, Information, Communications and Technology or Technical Services Team Leader Core Duties and Responsibilities 1. Assist with preventative maintenance and operations on file servers and PABX as per documented schedules 2. Setup, configure and ensure reliability of the backups and perform restorations 3. Undertake basic administration of the voice over IP PABX including the generation and distribution of PABX reports Technical and Desktop Support 1. Provide first level technical and desktop support to the organization 2. Install and upgrade basic specialised desktop applications 3. Install, configure and maintain PCs and laptops, operating systems and hardware (following checklists) 4. Install, configure and maintain printers, scanners, smart phones, card readers,(following checklists) 5. Relocate hardware as required 6. Assist in the rollout of new/replacement hardware (following checklists) 7. Undertake basic troubleshooting of any technical or desktop issues in relation to Council s Corporate Business Solutions Administrative Duties 1. Documentation and Information Communication andtechnology knowledgebase 2. Document internal procedures and distribute to relevant staff 3. Create, maintain and manage service requests via the current HelpDesk System Purchasing 1. Investigate hardware and software for proposed purchase 2. Assist Purchase/receipt relevant hardware and software using Council s Purchasing System 3. Take delivery of purchase items Other Duties Responsibilities 1. Attend seminars, trade shows, etc. in order to keep abreast of changing technologies 2. Undertake any other tasks as required by the Technical Services Team Leader within the skills, training and experience of the role General Page 2 of 7

3 1. Observe and implement as appropriate all Council determinations including Code of Conduct, EEO and WHS 2. Comply with Council s relevant WHS risk assessments and safe work method statements 3. Ensure that all Council business is adequately documented in all relevant systems in accordance with appropriate determinations, standards and procedures 4. Ensure that records adequately document business transactions and are made and kept in the Document Management System in compliance with Council s determination, standards and procedures for recordkeeping 5. Ensure information, including personal passwords for Council s systems, is maintained in a secure manner with any security breaches reported immediately to the Branch Manager 6. As necessary, enter occurrence reports (for accidents/incidents) and hazard reports into the WHS System in a timely manner in accordance with Council s business rules, procedures and practices 7. Enter and maintain time and attendance, leave and higher duty records in the time and attendance system in accordance with Council s business rules, procedures and practices, within specified timeframes for each pay period. Additional Duties and Responsibilities for Grade 8 1. Install and configure the various Operating Systems and software on Servers. 2. Install, configure and maintain the various Server Applications. 3. Maintain Microsoft Exchange server environment Technical Support 1. Provide high level technical support to the organization 2. Assist troubleshooting any technical issues in relation to Council s Corporate Business Solutions Additional Duties and Responsibilities for Grade 9 1. Troubleshoot issues relating to routers, switches, radio, microwave communications, firewalls, voice over IP, PBX, bandwidth management devices and content filtering devices. 2. Install, configure and maintain the various Server Applications as required. Install, configure and maintain the various hardware infrastructure, software including virtualisation technology and firmware. 3. Assist with issues relating to Councils web services (IIS, virtual directories etc) Managed Operating Environment (MOE) Page 3 of 7

4 1. Develop, maintain and update the desktop MOE Technical and Desktop Support 1. Provide professional technical and desktop support/advise to the organization 2. Troubleshoot any technical issues in relation to Council s Corporate Business Solutions 3. Attend technical meetings as required or directed by the Team Leader, Technical Services 4. Create and maintain Network Security Policies, mandatory profiles etc. 5. Create and maintain all system login and deployment scripts 6. Install and configure Server applications as required and not limited to: a. Licence Managers: CadManager, Autoturn, Stringer, Advanced Road Design, Sidra Intersection b. Pavement Management System (PMS and client installations) c. NetLoan management d. StarCare (and client installations) e. Specialist applications as required and agreed by Council 7. Create and maintain Citrix Published Applications 8. Undertake analysis, research and rectify network administration problems/issues 9. Configure packaged software applications for distribution via System Centre Configuration Manager (SCCM) and AD integration 10. Produce System Reports relating to AD and Exchange system monitoring and housekeeping 11. Liaise with Technical and Desktop Contractors 12. Provide advice as to best use of the Systems 13. Perform complex tasks associated with projects as assigned to Technical Services Support and Assist the Team Leader 1. Assist the Team Leader with: a. Determining and documenting internal procedures (including disaster recovery and security procedures) b. Implementing and coordinating projects c. In managing PC and Laptop deployment projects as required 2. Coach and mentor other less senior members of the Technical Services team Additional Duties and Responsibilities for Grade Undertake preventative maintenance and operations on file servers and PBX as per documented schedules as required 2. Setup, configure and ensure reliability of the backups and perform restorations as required 3. Provide high level support for the administration of the voice over IP PBX as required 4. Provide high level support relating to routers, switches, radio, microwave communications, firewalls, voice over IP, bandwidth management devices and content filtering devices 5. Install, configure and maintain the various hardware infrastructure, software including virtualisation technologies and storage networks 6. Resolve issues relating to Councils web servers or services Technical and Desktop Support 1. Provide professional technical support/advice to the organisation regarding Council Page 4 of 7

5 hardware, software and peripherals 2. Troubleshoot any technical issues in relation to Council s Corporate Business and Desktop Solution 3. Create, maintain and manage all system related login and deployment scripts 4. Attend technical meetings as required internally and externally Network Design 1. Provide detailed network design solutions to allow expansion of Councils network. 2. Ensure that new networks designed meet the needs of the organisation. Managed Operating Environment (MOE) 1. Develop, maintain and update the desktop MOE Latest Technologies 1. Provide professional technical support/advise to the organization 2. Research, recommend and implement where agreed, latest computing technologies Administrative Duties 1. Documentation 2. Document internal procedures and distribute to relevant staff 3. Produce and maintain professional technical and user documentation Organisational Context The Technical Services Support Team focuses on ensuring that Council has the desired ongoing availability, support and access for its local and wide area network infrastructures, communications systems, PBX and internet technologies. Person Specification The Technical Support Officer role requires an enthusiastic person who has the ability to undertake allocated tasks within the agreed deadlines. At the same time, a commitment to good quality customer service is required to ensure that Council staff meet the requirements of the Service Level Agreement. The ability to work in a team environment is critical to the success of this role. The person is expected to work in a business office environment and depending on Section needs, there may be a requirement to visit other Council premises or related Business premises in order to conduct their role. The person will be required to work variable hours. Access to Council s flexible working hour s scheme is available. Personal Requirements Selection Criteria Applicants should address the criteria that have been highlighted in bold in their application Additional Qualifications for Grade 8-9 TAFE Diploma or other or equivalent relevant experience in Information Technology Additional Qualifications for Grade 10 Bachelor degree in Information Technology or Management or deemed equivalent experience Microsoft industry accreditation VMWARE industry accreditation Page 5 of 7

6 Person Specification CISCO industry accreditation Experience, Skills and Knowledge Good working knowledge of PC hardware, software and peripherals Ability to work in a high-pressured environment Sound interpersonal skills Good customer service skills Demonstrated ability to respond efficiently to customer requests Proven ability to use sensitivity and discretion when dealing with customers Demonstrated ability to work in, and contribute to, a productive team environment Satisfactory time management skills and ability to prioritise tasks Sound judgment and discretion with confidential information High level of accuracy and attention to detail Proven project management skills Strong English literary, reading, numeracy and comprehension skills Experience with or aptitude to learn how to use equipment in the organisation Knowledge of the Microsoft desktop suite Knowledge of Microsoft Exchange Knowledge of Windows Operating Systems Knowledge of Microsoft Windows Active Directory Experience working in a team within a business environment Additional Experience, Skills and Knowledge for Grade 8 At least four years experience in a technical support role Sound working knowledge of Server hardware and operating systems Sound working knowledge of networking communications equipment Sound knowledge of Microsoft Active Directory Sound knowledge of Microsoft Exchange Sound working knowledge of Virtualisation technology Additional Experience, Skills and Knowledge for Grade 9 At least five years experience in a technical support role High level working knowledge of Server hardware and operating systems High Level working knowledge of networking communications equipment High level working knowledge of voice over IP Knowledge of Voice over IP PBX systems High level customer service skills High level working knowledge Windows Active Directory High level working knowledge Microsoft Exchange Sound working knowledge using CISCO Network equipment Experience with content filtering equipment Sound working knowledge of Microsoft products Sound working knowledge of VMware products Additional Experience, Skills and Knowledge for Grade 10 At least five years experience in a technical support role Competent leadership skills Well developed coaching and mentoring skills Exceptional analysis and excellent problem solving skills High level interpersonal skills, with a well developed ability to liaise with and influence staff Page 6 of 7

7 Person Specification and management at all levels of the organisation High level time management skills, including an ability to manage and prioritise a variety of tasks and responsibilities simultaneously High level project management skills, including an ability to manage and prioritise a variety of projects, tasks and resources simultaneously High level working knowledge of PC hardware, software and peripherals High level working knowledge of Corporate Mail Systems High level working knowledge of Server Virtualisation technologies Sound working knowledge of network design principles High level working knowledge of Server hardware and operating systems High level working knowledge of networking communications equipment High level working knowledge of internet and firewall security technologies Sound working knowledge of the Microsoft desktop suite Advanced working knowledge and skills in Microsoft Active Directory and Group Policy Ability to work in a high-pressured environment Demonstrated high level of and commitment to customer service Demonstrated ability to work in, and contribute to, a productive team environment Sound judgment and discretion with confidential information High level of accuracy and attention to detail Sound Knowledge of the Microsoft desktop suite Personal Attributes Ability to maintain a level of health and fitness to carry out the physical requirements of the role Licences or Certificates Current Driver s Licence Class C Document Approval After discussions with my supervisor, I agree that this Position Description and Person Specification is an accurate and fair description of my position. Incumbent Signature: Incumbent Name: Date: After discussions with the current incumbent (where relevant), I agree that this Position Description is an accurate and fair description of the position. Supervisor Signature: Supervisor Name: Date: Page 7 of 7

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