Our client, a leading organisation in the education sector, is seeking an experienced Level 3 FTS Support Technician to support a large-scale ICT transformation program delivering critical infrastructure upgrades across Victorian schools. You will play a key role in ensuring smooth integration of departmental technologies with existing school infrastructure, reducing downtime and improving support to staff and students.
Key Responsibilities:
* Collaborate with technical leads, analysts, and school technicians to consolidate staff and student identities into a centralised identity platform.
* Provide expert guidance during discovery and planning phases to schools and technical stakeholders.
* Align integration activities with established technical standards and create thorough "as-built" documentation.
* Produce technical reports and dashboards, such as device compliance, for ongoing program reporting.
* Lead incident and problem resolution in line with SLAs, ITIL principles, and escalate issues where necessary.
* Support local school technicians in troubleshooting login, user mapping, or access issues post-migration.
* Conduct peer reviews of technical plans and proposed changes.
* Ensure comprehensive testing and quality controls are executed to minimise disruption during migration.
* Escalate major incidents, including outages or data access issues, to relevant stakeholders.
* Work with Business Analysts to assess application dependencies and integration risks.
* Uphold data privacy and governance standards during all phases of the project.
* Provide status reports to Project Managers on issues, progress, and outstanding incidents.
About You:
* Strong technical experience supporting identity management and infrastructure integration projects.
* Proven ability to resolve complex incidents and lead troubleshooting efforts.
* Excellent understanding of ITIL frameworks and service delivery.
* Strong stakeholder engagement and communication skills – able to work across school environments, technical teams, and vendors.
* High attention to detail and quality assurance in technical execution.
* Commitment to data privacy, governance, and operational integrity.
* Previous experience in educational or public sector environments is highly regarded.