The Modern Workplace Team at CITEC manages Microsoft Windows endpoints and Microsoft 365 tenants for Queensland Government agencies. This role involves leading Microsoft onboarding initiatives using Modern (Entra ID/Intune) and Classic (Hybrid/MECM) endpoint management, alongside M365 tenant management. The position requires after-hours support and proximity to CITEC offices in Brisbane for short-notice attendance.
Key responsibilities include leading customer onboarding projects, providing advanced system administration and advice, driving improvements and risk management, presenting tailored solutions, contributing to RFIs/RFPs and developing cost models. The role also involves pre-sales activities, maintaining team testing environments, and mentoring technical specialists to enhance infrastructure and processes.
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the CITEC Agreement conditions apply to this position.
As The Senior IT Support Consultant, You Will
- Lead projects undertaken by the team, including the on-boarding of customers, new architecture solutions, and research into the applicability of new and emerging technologies.
- Provide advanced system administration services, leadership and advice to customers to agreed customer service levels whilst helping maintain CITEC business viability and cost competitiveness.
- Lead or guide improvements and risk management by understanding customer business drivers and assist in the reporting, assessment, analysis and recommendations for customer infrastructure environments in consultation with platform vendors.
- Present solutions to meet the customer's needs through workshops and other activities.
- Assistance in writing responses to technical sections of requests for information (RFIs) and requests for proposal (RFPs).
- Develop and implement, with Product Management, cost modelling and customer billing processes to help ensure CITEC's objectives are met.
- Participate in pre-sales workshops, demonstrations, proofs of concepts, evaluations and benchmarks.
- Contribute to the Team by sharing your knowledge and assisting in maintaining the Team testing environments.
- Mentor a team of technical specialists in identifying risks and opportunities for improvement in management infrastructure, tools and procedures, and participate in agreed improvement activities and risk treatment strategies.
To thrive in this role, you will need to demonstrate the following:
- Technical experience in performing system administration activities in an enterprise environment. Refer Technical Skillsets for specific technologies. An expert level of knowledge and experience is expected to be achieved in the role.
- Achieve Results - by having demonstrated experience in providing effective and quality systems administration, management and enhancement services to clients with reliability in meeting agreed deadlines and commitments.
- Support productive working relationships - by sustaining positive relationships with team members, other colleagues and stakeholders and being responsive to customer needs and expectations.
- Display personal drive and integrity - by having demonstrated experience operating in accordance with organisational processes and constraints as well as taking responsibility for accuracy, self-evaluating and seeking feedback and self-development.
- Communicates with influence - by clearly, effectively and proactively communicating with a range of stakeholders in an setting that deals with complex infrastructure architecture and a complex customer base.
Technical Requirements
To succeed in this role, you will need knowledge and experience in the following technologies:
- Demonstrated experience with Microsoft E5 products such as Windows Defender and Entra ID.
- Demonstrated technical experience of Active Directory (especially Group Policy Management.)
- Demonstrated experience with Microsoft Modern Device Management.
- Scripting experience (PowerShell preferred).
- Demonstrated experience in ITSM/ITIL including change, incident, and problem management using an enterprise ITSM tool such as ServiceNow.
- Microsoft Endpoint Configuration Manager (MECM) including SCCM and Intune.
- Experience supporting Windows 10/11 and application packaging.
- Provide maintenance and enhancements of deployed desktop operating system images (physical and virtual).
Occupational group IT & Telecommunications