Senior Technical Officer jobs

The primary accountabilities of the role include:

• Fulfil the responsibilities of this role in accordance with QCS values as outlined above.
• Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken in order to ensure high quality, safe, services and workplaces.
• Provide operational support (on-site and remote) to QCS sites as required in a primarily Microsoft environment.
• Configure/install/monitor/support/manage the ICT environments by high level technical expertise.
• Provide a level of training of the QCS desktop environment and applications to QCS end users where required.
• Develop and maintain QCS ICT documentation including knowledgebase articles and work instructions.
• Provide Tier 1/2 technical support and participate on the contact centre as a primary method of incident resolution.
• Accurately triage and escalate incidents where required according to policies and procedures.
• Prioritise and allocate tasks, meet deadlines and manage own workflows to ensure tasks are completed in a client focused manner within defined service levels.
• Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.
• Develop, maintain and work within procedures for the maintenance of one or more technical domains.
• Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.
• Meet enterprise service levels by applying QCS ITSM processes.
• Ability to mentor staff in the delivery of high-quality ICT support by ensuring standards and procedures are adhered to.

The role description provides the minimum requirements for the role. The incumbent may be required to undertake other duties as required outside of these primary accountabilities.This work is licensed under a Creative Commons Attribution 3.0 Australia License.