Temporary - 12 months
The NSW Education Standards Authority (?NESA?) was formally established on 1 January 2017 to improve quality teaching and student learning across all schools and school sectors. It is responsible for the curriculum, assessment, teacher accreditation and regulatory standards in NSW schools, and accreditation of early childhood teachers.
We are looking for a Technical Support Officer to provide broad-ranging Tier 2 support to users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues of moderate complexity across the Online testing environment.
To be successful in this role you will need to demonstrate your immediate proficiency in the focus capabilities as highlighted in the Role Description. All the capabilities listed in the role description will be assessed at different stages of the recruitment process. This assessment will determine your suitability for appointment and may assist in identifying any learning and development needs for you to reach your full potential in this role.
You must also possess the following essential requirements:
Strong experience in L2 technical support.
Experience in providing L2 technical support having knowledge of Windows, iOS, Android, Desktop and Chromebooks.
Experience in generating support metrics and reporting.
Applying for the role:
To apply for this role you need to submit an application online via www.iworkfor.nsw.gov.au
The application and selection process will include a range of assessment techniques to assist in determining your suitability for the role. For the initial application process you should submit a cover letter (1 page), resume (up to 5 pages), address any essential requirements noted above, and include a short statement in response to two pre-screening questions.
Answer the two pre-screening questions below - we are looking for you to demonstrate your competency in this focus capability. Answer with concrete examples and in no more than 300 words per question. Briefly describe the context of the situation(s), the actions that you took, the outcome of your efforts and what you learned from the experience.
Q1: Tell us about a situation where you are in discussion with a customer over a technical issue they are facing and you are confused, not sure how to resolve this issue. What steps will you take to resolve this issue?
Q2: Give an example of a time you went well out of your way to ensure a customer received the best possible service from you and the organisation. What was their reaction?
Closing date: 31 May 2018
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