IT Support Engineer

The School
Brisbane Grammar School is a non-denominational boys’ school of about 2000 students (Years 5 to12) overlooking the Brisbane CBD. The School maintains a 150-year strong tradition of academic excellence, extensive cocurricular activities and student wellbeing programs. We are fortunate to have a team of dedicated and professional staff who provide an exceptional learning environment responsive to the needs of our students.  

About the role

The IT Support Engineer provides generalised support for the school’s IT environment, front line service delivery to customers, in particular to students and expert technical support for the laptops, mobile phones, desktop computing, audio-visual and telephony platforms. The position provides the first tier of IT support to resolve service requests. The position is responsible for administering of help desk system and triaging tickets. The position is responsible for asset management of IT assets. 

The IT Support Engineer works in close collaboration with the school community and third party vendors to provide a seamless service for clients within BGS.   

Roles may evolve and change over time, in line with the changing strategic and operational requirements of the organisation to deliver quality services to our community. 

Core Accountabilities

• To provide technical support (hardware and software), for the laptop program, mobile and desktop computing and generalised support of BGS’s IT environment 
• First point of call for customer service requests logged through the help desk system. To respond to these requests within agreed service level agreements and support the customer in increasing their digital literacy 
• To operate the School’s Service Desk and drive the ‘student first’ experience 
• To implement and support the audio-visual platforms in use at the School 
• To work collaboratively and cocreate with other IT support staff and members of the support services team 
• To deploy computers, mobile phones, devices, technology, and other peripherals as required in accordance with asset registers 
• To provide training in digital literacies and assisting the community in building digital competencies 
• To assist with the development of the IT knowledge base and self service 
• To contribute to development planning and digital projects for BGS’s computing, digital literacy and audio-visual platforms 
• To maintain and optimise our Service Desk System, which includes creating categories, groups and automated workflows within the service desk system.  
• To maintain an ICT asset register and associated records for laptops, desktops, printers, mobile devices and other peripheral equipment. 
• To support and provide data / analytics for reporting on performance metrics to highlight areas of improvements for team performance, customer outcomes and productivity. 
• The incumbent is required to undertake other duties, projects or tasks as directed, which are within his/her skills, competence, and training, and undertake job-specific training and development. Consultation will occur as part of this process. 

The position may require: 

• Work across multiple sites 
• After hours work  

Essential Criteria

1. Hold relevant tertiary qualifications; or relevant experience in IT or related fields 
2. High level expertise in technical support of tablet PC and desktop computing and audio visual in a corporate environment 
3. Demonstrated knowledge of IT service management methodologies (ITIL) 
4. Demonstrated knowledge of digital learning and ways to increase digital literacy 
5. Demonstrated ability to work collaboratively to achieve school objectives 
6. Demonstrated ability to participate effectively in cross-disciplinary teams 
7. Proven ability to effectively communicate in both written and verbal means 
8. Demonstrated ability to build and maintain effective working relationships with customers, colleagues and suppliers 

Desirable Criteria

1. Professional accreditation relevant to the role 
2. Knowledge of current and emerging trends relevant to education and digital learning technology 
3. Specific knowledge and experience of the School’s IT software and hardware, particularly those involved in classroom delivery. 
4. Demonstrated ability to plan and manage technical projects 

Our values: learning, respect, endeavour, community and leadership, reflect the culture of our school. They are the ‘glue’ that brings us all together in achieving our vision of being the best school for boys in Australia. Employees are expected to support, and feel supported by, our shared values.

What can BGS offer you?

• Competitive salary structure + Free onsite parking
• Access to salary packaging options
• Opportunities for professional development and learning opportunities
• Access to rewards and benefits via external providers
• Additional insurance benefits through our Corporate Superannuation Plan for eligible staff
• Discounted school fees for eligible staff
• State-of-the-art facilities and technology innovation
• Access to the Employee Assistance Program (EAP)
• Active Staff Social Club including weekly morning teas, and special events
• 14 weeks paid parental leave for eligible staff
• Wellbeing Strategy
• Annual free flu vaccinations

Application Process
Brisbane Grammar School recognises the value of diverse thinking and we encourage qualified candidates from diverse backgrounds to apply. To better understand what it means to join BGS, please review the information on our website and social media accounts before submitting your application. You should also familiarise yourself with our key policies and procedures available on the School website, which may assist you during the recruitment process.

Our organisation is committed to protecting children and young people from harm. We require all applicants to undergo a screening process prior to appointment. Candidates must disclose any information relevant to their eligibility to engage in activities involving children.

Brisbane Grammar School reserves the right to close the advertisement before the listed closing date.