Technology Support & Enablement - Senior Team Member (Perth)

Did you know? The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT. Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia. We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):
- Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
- 4 extra days of mandatory rest leave per year
- 18 days of paid personal leave per year
- Generous superannuation of 15.4%
- 18 weeks paid Parental Leave for Primary Caregiver (and 14 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
- Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
- Flexible and hybrid working arrangements that support work-life balance
- Health & wellbeing services – with a focus on early intervention, education and prevention
- Access to ongoing training and professional development opportunities What is the role? Applications are sought from suitably qualified applicants wishing to be considered for the role of Senior Team Member
- Technology Support & Enablement. The Technology Support & Enablement Team (TSE) is responsible for the provision of project and operational support. This includes troubleshooting and resolution of hardware and software issues for all AFP end users nationally and internationally. The team provides support to AFP operations and assists with the implementation and support of AFP projects. TSE staff participate in AFP Projects and may be required to deploy overseas in an ICT capacity. You will also be required to contribute to the achievement of outcomes in accordance with the regulatory framework, the AFP Code of Conduct and the AFP Governance Instruments. It is expected that the successful applicant will deliver on the core responsibilities and meet any requirements of the position as outlined below. What will you do? Duties as part of the Senior Team Member within Technology Support & Enablement include:
- Addressing customer support requests and following up to ensure timely and satisfactory resolution.
- Procuring, provisioning, configuring and setting up equipment; ensuring proper functionality and connectivity of all devices.
- Participating in equipment moves, adds and changes.
- Working in collaboration with internal ICT teams to ensure the highest level of service delivery to customers. This includes assisting with planning of AFP future desktop environments.
- Monitor performance of desktop infrastructure and implement improvements.
- Maintain currency in information technology processes and technical knowledge through ongoing career development.
- Provide remote and desk side support to AFP customers.
- Work collaboratively with less experienced team members, acting as a mentor and point of escalation for them.
- Ensure all tickets that are assigned to the team are regularly reviewed, actioned and updated.
- Take a lead role in handling the team’s more complex queries. Essential Requirements
- You must be an Australian Citizen at the time of application.
- A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
- Minimum of 4 years experience in desktop support based roles.
- Proven experience in engaging and managing stakeholders.
- Confident communicator who is comfortable speaking with people at all levels of the business.
- Ability to prioritise team workload based on service delivery priorities.
- Ability to troubleshoot hardware and software issues.
- Develop and guide team members in a mentoring and advisory role.
- Prepare and maintain technical documents, system documentation and knowledge articles.
- Proven track record in the delivery of a high level of Customer Service as well as an ability to determine customer needs.
- Self-motivated, able to use initiative, be innovative and have a strong commitment to achieve team objectives. Desirable Requirements
- Windows 10 & 11 desktop administration
- Microsoft systems and tools (including but not limited to Windows, Active Directory, SCCM, Office, Exchange and Teams)
- Scripting and automation using PowerShell
- M365 support and administration
- Basic project management – small projects
- Ability to contribute to management reports. Additional Information
- Positions are based in the AFP Sydney Headquarters, however successful candidates may be required at times to work from other AFP locations in surrounding Sydney.
- Due to the nature of the work, these positions offer very limited work from home flexibility.
- This position is an AFP Band 6 level. Commitment to Diversity & Inclusion We're all individuals and we love that. At the AFP we value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger. As such, we encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQIA+ community and people with disability. Contacts and Closing Information Contact Officer: Aaron Horn Contact Officer Phone: [02 5126 0607](tel:02 5126 0607) ​ Contact Officer Email: Apply on Kit Job: kitjobau.com/job/3r15rf