Technical Support Analyst

Join Australia's leading provider of legal education

The College of Law is Australia's largest provider of practice-focused legal education. For more than 50 years, we've helped aspiring and practising legal professionals develop the skills they need to succeed in an evolving legal landscape.

With over 100,000 alumni, more than 500 employees and campuses across Australia and New Zealand, we're proud to play a vital role in supporting the legal profession. As a purpose-driven, not-for-profit organisation, we are committed to delivering exceptional learning experiences while fostering an inclusive, collaborative and flexible workplace for our people.

We're looking for a customer-focused Technical Support Analyst to join our Technology team.

In this role, you'll be the first point of contact for technical support across the College, helping staff and learners resolve issues quickly and effectively. You'll work across a diverse technology environment and play an important role in ensuring our people can work, teach and learn with confidence.

Why join us?

·       Salary package of $87,401 inclusive of superannuation

·       Hybrid working arrangement with up to 2 days working from home

·       Additional paid leave over the Christmas and New Year period

·       Educational Assistance Program to support your professional development

·       Supportive, collaborative and inclusive culture

·       Opportunity to work with legal professionals and technology specialists across Australia and New Zealand

·       Purpose-driven organisation making a meaningful contribution to the legal profession

About the role

As a Technical Support Analyst, you will provide high-quality technical support to internal and external customers, ensuring issues are resolved efficiently and professionally.

You will:

·       Provide first and second-level technical support via phone, email and ticketing systems

·       Troubleshoot and resolve hardware, software, network and telephony issues

·       Support Microsoft 365 applications and collaboration platforms

·       Manage support requests through the service desk, ensuring timely resolution and accurate documentation

·       Assist with device deployment, maintenance and upgrades

·       Support audio-visual and online meeting technologies including Teams, Zoom and Webex

·       Create and maintain knowledge base articles and user documentation

·       Contribute to technology projects and continuous improvement initiatives

·       Collaborate with colleagues to deliver an exceptional customer experience

Our technology environment includes Microsoft 365, Windows 10 and 11, Azure Active Directory, Intune, Canvas LMS, Cisco networking technologies, Salesforce, Teams, Zoom, Webex and ServiceNow.

About you

You are a proactive and customer-focused IT professional who enjoys solving problems and helping people get the most from technology.

To be successful in this role, you will bring:

·       2-4 years' experience in a technical support, service desk or desktop support role

·       Strong troubleshooting skills across Windows environments and Microsoft technologies

·       Experience supporting hardware, software, networking and mobile devices

·       Excellent customer service and communication skills

·       The ability to manage competing priorities and work effectively within a team

·       Experience using ServiceNow or a similar ticketing platform

The following would be highly regarded:

·       Tertiary qualifications in Information Technology or a related discipline

·       Microsoft certifications (MCP, MCSE or equivalent)

·       Exposure to ITIL frameworks and processes

·       Experience with Cisco technologies

Additional information

This role operates on a rotating roster between 7:00am and 7:00pm, Monday to Friday. Applicants must be available to work a 7-hour shift within these operational hours.

Applicants must be Australian Citizens, Permanent Residents or hold valid Australian working rights.

At the College of Law, we value equity, diversity and inclusion and are committed to creating a workplace where everyone feels respected, supported and able to thrive. We welcome applications from people of all backgrounds and experiences.

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