Technical Support Specialist
We are seeking a highly skilled and customer-focused Technical Support Specialist to join our ICT Customer Experience team.
This role is responsible for the technical and functional support of corporate applications.
* Triage and resolve application issues, preventing outages and minimising business disruption.
* Manage user access and permissions across corporate systems.
* Provide support for incidents, problems, and changes using ICT service management tools.
* Monitor application performance and report on system health.
* Document issues and solutions, and contribute to knowledge sharing.
* Collaborate with subject matter experts and support continuous improvement.
You will have a tertiary qualification in ICT or a related field, ITIL v4 Foundation Certification, extensive experience in supporting major enterprise systems, strong understanding of Windows, Microsoft 365, Citrix, cloud platforms, and service management tools, excellent communication and problem-solving skills, ability to work independently and under pressure with multiple concurrent demands, C Class Driver's Licence, and project management or specialist ITIL certification and prior public sector experience are desirable.
The City of Canterbury Bankstown provides a diverse range of services to over 380,000 residents. As a Technical Support Specialist, you will play a key role in ensuring the smooth operation of our corporate applications.
Key Responsibilities:
* Troubleshooting and Resolution: Triage and resolve application issues promptly to prevent outages and minimise business disruption.
* User Access Management: Manage user access and permissions across corporate systems to ensure security and compliance.
* Incident Management: Provide support for incidents, problems, and changes using ICT service management tools to maintain high levels of service quality.
* Performance Monitoring: Monitor application performance and report on system health to identify areas for improvement.
* Knowledge Sharing: Document issues and solutions, and contribute to knowledge sharing to enhance the team's expertise.
* Collaboration: Collaborate with subject matter experts and support continuous improvement to drive innovation and excellence.
Requirements:
* Qualifications: A tertiary qualification in ICT or a related field.
* Certification: ITIL v4 Foundation Certification.
* Experience: Extensive experience in supporting major enterprise systems.
* Skills: Strong understanding of Windows, Microsoft 365, Citrix, cloud platforms, and service management tools, excellent communication and problem-solving skills.
* Licence: C Class Driver's Licence.
* Desirable: Project management or specialist ITIL certification and prior public sector experience.