IT Customer Support Officer
- The University of Queensland
- Australia, QLD
- Jun 26, 2026
Job Description:
Information Technology Services – Customer Support Services
Full-time, fixed term position through to December 2026 with salary in the range $85,451 - $94,983 (HEW 5) plus 17% Superannuation.
Join a pivotal team providing essential technical support and ensuring client satisfaction in a dynamic environment that values innovation and cutting-edge technology.
Utilise your expertise to deliver timely Tier 1 and 2 endpoint support, promote cyber security best practices, and contribute to the university's mission of academic and technological excellence.
Based at our St Lucia campus
About This Opportunity
This role is responsible for providing timely and effective Tier 1 and 2 technical support and troubleshooting to University clients. As a key point of contact between ITS and clients, the position requires strong communication skills to ensure high levels of customer satisfaction.
Key responsibilities will include:
Provide Level 2 IT support for hardware, software, and AV issues across teaching, research, and client environments via multiple support channels.
Manage and maintain IT systems, assets, and technologies including M365, identity access management, and AV platforms using UQ tools.
Deliver high-quality customer service through effective communication, responsiveness, and follow-through on service requests and incidents.
Collaborate with teams, maintain technical documentation, and ensure compliance with UQ’s cyber security policies and procedures.
About You
Essential:
Qualifications and training equivalent to an undergraduate degree in IT or related field or an equivalent combination of relevant experience and/or education/training.
Experience providing support in the various PC operating system environments: Windows, macOS, and Linux, or Audio-Visual operational components and systems.
Demonstrated skills and experience in remote assistance and on-site support.
Understanding of IT/Data security issues and solutions.
Experience in providing support in mobile technologies.
Experience in dealing with people in a service capacity within an IT service management environment.
Demonstrated effective interpersonal, oral and written communication skills particularly, in documenting processes and work instructions, and interpreting client requirements.
Demonstrated problem-solving skills.
High level of personal motivation and initiative as well as the ability to work as part of a geographically dispersed yet unified team.
Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail and maintain professionalism.
Experience working on project teams as a team member.
Desirable:
Knowledge of audio-visual technologies.
Knowledge of server operating systems.
Awareness of emerging technologies.
Familiarity with service management frameworks.
Current Class C Driver’s licence.
About UQ
As part of the UQ community, you’ll have the opportunity to work alongside the brightest minds, who have joined us from all over the world, working together to create a better world. Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available.
Enjoy up to 26 weeks paid parental and primary care leave, 17% super, 17.5% leave loading, flexible and hybrid working options, health and wellbeing programs, a heavily discounted Study for Staff program, on‑campus childcare, affordable parking, and salary packaging.
Interested?
All applicants must upload the following documents in order for your application to be considered:
Cover letter addressing each selection criterion in the ‘About You’ section
Resume
For more information about this opportunity, please contact Olivia Thompson, Team Leader, Service Delivery at [email protected]. For application inquiries, please reach out to the Talent Acquisition team at [email protected], stating the job reference number (below) in the subject line.
Other Information
Pre-employment checks may include: verification of the right to work in Australia, qualifications, and criminal history checks. This may also include checks relating to gender-based violence matters or other integrity and conduct requirements.
You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.
We're dedicated to equity, diversity, and inclusion. We recognise that career pathways and opportunities differ and encourage applications from candidates who may not meet every criteria but can demonstrate their potential relative to opportunity. We’re also happy to support any accessibility needs throughout the recruitment process. Just let us know how we can help by emailing [email protected] or calling +61 7 3365 2623.
Applications close Thursday 16 July 2026 at 11.00pm AEST (R-66202).
For more than a century, The University of Queensland (UQ) has created positive change for society by delivering knowledge leadership for a better world.
UQ ranks among the world’s top universities, as...
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Job Description:
Information Technology Services – Customer Support Services
Full-time, fixed term position through to December 2026 with salary in the range $85,451 - $94,983 (HEW 5) plus 17% Superannuation.
Join a pivotal team providing essential technical support and ensuring client satisfaction in a dynamic environment that values innovation and cutting-edge technology.
Utilise your expertise to deliver timely Tier 1 and 2 endpoint support, promote cyber security best practices, and contribute to the university's mission of academic and technological excellence.
Based at our St Lucia campus
About This Opportunity
This role is responsible for providing timely and effective Tier 1 and 2 technical support and troubleshooting to University clients. As a key point of contact between ITS and clients, the position requires strong communication skills to ensure high levels of customer satisfaction.
Key responsibilities will include:
Provide Level 2 IT support for hardware, software, and AV issues across teaching, research, and client environments via multiple support channels.
Manage and maintain IT systems, assets, and technologies including M365, identity access management, and AV platforms using UQ tools.
Deliver high-quality customer service through effective communication, responsiveness, and follow-through on service requests and incidents.
Collaborate with teams, maintain technical documentation, and ensure compliance with UQ’s cyber security policies and procedures.
About You
Essential:
Qualifications and training equivalent to an undergraduate degree in IT or related field or an equivalent combination of relevant experience and/or education/training.
Experience providing support in the various PC operating system environments: Windows, macOS, and Linux, or Audio-Visual operational components and systems.
Demonstrated skills and experience in remote assistance and on-site support.
Understanding of IT/Data security issues and solutions.
Experience in providing support in mobile technologies.
Experience in dealing with people in a service capacity within an IT service management environment.
Demonstrated effective interpersonal, oral and written communication skills particularly, in documenting processes and work instructions, and interpreting client requirements.
Demonstrated problem-solving skills.
High level of personal motivation and initiative as well as the ability to work as part of a geographically dispersed yet unified team.
Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail and maintain professionalism.
Experience working on project teams as a team member.
Desirable:
Knowledge of audio-visual technologies.
Knowledge of server operating systems.
Awareness of emerging technologies.
Familiarity with service management frameworks.
Current Class C Driver’s licence.
About UQ
As part of the UQ community, you’ll have the opportunity to work alongside the brightest minds, who have joined us from all over the world, working together to create a better world. Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available.
Enjoy up to 26 weeks paid parental and primary care leave, 17% super, 17.5% leave loading, flexible and hybrid working options, health and wellbeing programs, a heavily discounted Study for Staff program, on‑campus childcare, affordable parking, and salary packaging.
Interested?
All applicants must upload the following documents in order for your application to be considered:
Cover letter addressing each selection criterion in the ‘About You’ section
Resume
For more information about this opportunity, please contact Olivia Thompson, Team Leader, Service Delivery at [email protected]. For application inquiries, please reach out to the Talent Acquisition team at [email protected], stating the job reference number (below) in the subject line.
Other Information
Pre-employment checks may include: verification of the right to work in Australia, qualifications, and criminal history checks. This may also include checks relating to gender-based violence matters or other integrity and conduct requirements.
You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.
We're dedicated to equity, diversity, and inclusion. We recognise that career pathways and opportunities differ and encourage applications from candidates who may not meet every criteria but can demonstrate their potential relative to opportunity. We’re also happy to support any accessibility needs throughout the recruitment process. Just let us know how we can help by emailing [email protected] or calling +61 7 3365 2623.
Applications close Thursday 16 July 2026 at 11.00pm AEST (R-66202).
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