This position description is for an IT Support Officer Level 2 based in Perth, Australia. The role involves providing second level IT support and advice to students and staff, installing and maintaining desktop systems, and assisting with audio/visual technology. Key responsibilities include helpdesk support, hardware/software maintenance, asset management, and contributing to IT projects. The successful candidate must have a diploma in IT or 2 years experience, knowledge of Windows/OSX administration, troubleshooting skills, and customer service focus.

1. PD – IT Support Officer Level 2 p1
POSITION DESCRIPTION – PERTH - IT SUPPORT OFFICER LVL 2
1. The Position
The provision of information management and technology advice and services to the Perth based SAE
Institute business unit and divisions, under the supervision and direction of the IT Manager and Business
Unit Manager.
This is a Full Time role located at Perth Campus.
The person filling this position should have Australian permanent residency and rights to work within
Australia.
2. Reporting
IT Manager
Business Unit Management
Group IT Controller
3. Objectives of the Position
3.1. Ensure effective implementation of SAE Institute policies and procedures;
3.2. Enhance the quality of the educational experience for students through the maintenance of
technical facilities at the Institute;
3.3. Support and implement the strategic directions of SAE Institute;
3.4. Ensure commitment to professional excellence.
4. Accountabilities
4.1. Provide timely and effective second level advice and support to clients by:
- Monitoring, receiving and responding to helpdesk, telephone, email and other requests in
accordance with SLA;
- Investigating and resolving desktop/ server hardware and software faults;
- Escalating faults to other technical staff as appropriate; and
- Advising and assisting with IT purchases in line with business unit and SAE Institute policies and
procedures.
4.2. Install and maintain desktop computer systems according to established
procedures. This includes:
- Installing and maintaining operating systems, network and application software on desktop
computers;
- Developing and maintaining automated imaging and installation procedures;
- Investigating and resolving Class room, Studio, Edit Suite hardware and software faults;
- Liaising with vendors and warranty agents for repair and resolution of faults beyond the scope of
local expertise; and
- Undertaking the transportation and manual handling of computer equipment.
4.3. Contributes to the administration and maintenance of IT systems, according to established
procedures. Specifically, this includes:
- Contributing to the maintenance of the business internal knowledge base;
- Arranging transport of equipment between sites;
- Monitoring supplies of consumables and ordering as necessary to ensure continuity of stock; and

2. PD – IT Support Officer Level 2 p2
- Management and storage of local software and hardware assets.
- Assisting in administering business unit security systems
4.4. Contributes to the development of effective audio visual/digital animation systems to support the
objectives of internal groups including:
- Assisting with evaluation of equipment and technologies in collaboration with other expert staff,
customers and vendors;
- Ability to communicate new innovative ideas with fellow IT staff.
4.5. Contributes to the maintenance of network services between businesses units and Navitas
including:
- Maintenance of directory services and user accounts.
4.6. Contributes to the professional standing of SAE Institute IT as a centre of excellence by:
- Developing and maintaining effective relationships with staff, other divisions and third parties and
liaising closely with them;
- Dealing promptly and effectively with staff, other divisions and third parties on all information
management and technology related matters;
- Communication of all current policies and procedures to respective campus staff and student
body;
- Attending and providing support at open days and marketing events as required;
- Participating in the Institute’s performance review process;
- Undertaking other duties as requested by management; and
- Ensuring that IT systems and software are compliant to legislation and SOE policies and
procedures.
4.7. Contributes to the maintenance of client privacy by:
- Ensuring privacy regulations are understood and implemented;
- Ensuring client records and personal information are stored securely;
- Cooperating with other SAE Institute staff and external agencies in a way, which ensures SAE
Institute complies with privacy regulations.
*Staff responsibilities may be varied by SAE Institute in order to allow SAE Institute to respond to operational
needs or requirements.
5. Supervision Received
The IT Manager and Business Unit Management will provide general supervision and direction. The
incumbent may from time-to-time be required to determine their own priorities and operate within the
framework of established policies and work systems.
You will also be required to offer support and oversee lower IT level staff members and assist them with
escalation of issues /requests and ensure that allocated tasks and duties are completed.
6. Qualifications and Selection Criteria
Essential
6.1. Diploma level qualification/s in an IT or related field, or equivalent relevant education, training or
professional experience of at least 2 years;
6.2. Understanding of network topologies, configuration and hardware including -Windows AD, server,
Policy management, OSX Open directory and user/client management;
6.3. Proven competence in installing and supporting personal computer hardware in MS Windows and
Macintosh OSX environments including Microsoft Windows/ OSX operating systems;
6.4. Comprehensive knowledge of software and hardware relevant to SAE Institute and Qantm College
educational programs;
6.5. Must be able to effectively troubleshoot campuses related issues at a level 2 standard before
escalation;
6.6. Experience with deployment of client images;
6.7. Experience with print servers and general printer troubleshooting.

3. PD – IT Support Officer Level 2 p3
6.8. Knowledge of Service Desk or other ICT ticketing system’s;
6.9. Knowledge of ITIL framework;
6.10. Knowledge or experience with SLA’s (Service Level Agreements).
6.11. Demonstrated ability to problem solve and exercise judgment whilst working independently, at
times without supervision, often remotely via telephone and remote desktop;
6.12. Demonstrated commitment to providing a high level of customer service;
6.13. Well-developed written and verbal communication skills, including the ability to communicate
technical concepts to non-­‐technical staff;
6.14. Possession of a current, valid driver’s license.
7. Desirable
7.1. Knowledge of OSX server, DNS, file sharing and access control via ACLS or POSIX;
7.2. Demonstrated ability to use initiative in the work area in an ICT development environment;
7.3. Terminal and command line experience.
8. Personal Traits
8.1. A desire to improve systems and security to best practice levels without adversely affecting the
overall user experience in completing their tasks;
8.2. Balancing optimal system setup with end-user ease of use. Assessing risk versus operability;
8.3. Able to communicate with all levels of staff to hear their “plain language” requirements and ask,
formulate and respond with a project plan which is understandable to all stakeholders;
8.4. The ability to communicate with staff and possibly students from a diverse range of cultural and
educational backgrounds;
8.5. Proven ability at working as part of a team;
8.6. A “can do, will do” mentality including an understanding that sometimes you may have to do the
work yourself to create a solution to the problem in the most effective timeframe;
8.7. Customer-focussed with an understanding that all staff and students are customers;
8.8. Able to offer a friendly efficient service at all times;
8.9. Able to prioritise duties, and seek clarification and guidance from manager when faced with
competing priorities;
9. Performance Indicators
9.1. Demonstrated level two skills in software and hardware usage and troubleshooting;
9.2. Dissemination of IT policies and procedures to all respective business unit staff and students;
9.3. Ability to self-manage and to prioritise multiple priorities;
9.4. Effective use of Service Desk by recording all IT related issues and meeting SLA deadlines ;
9.5. Ability to follow and complete tasks assigned by management;
9.6. Contribute to maintaining harmonious working relationships within SAE Institute;
9.7. Demonstrated performance in the provision of IT services, evidenced by positive feedback from
students, staff and other stakeholders.
9.8. Ability to up skill on company technologies and infrastructure;
9.9. Effective communication to business unit management on all IT matters.
9.10. Effective management of local IT assets;
9.11. Successfully develop and maintain internal and external staff and client relationships;
9.12. Punctual and accurate assessment and record keeping;
9.13. Punctual attendance;
9.14. Ensure attendance of all SAE events as required;
9.15. Understanding of WH&S, Anti-Discrimination, Sexual Harassment, Access and Equity, EEO, the
Privacy Act principles and practices and other relevant legislation;
9.16. Familiarity with SAE policies and procedures;
9.17. All duties are carried out and completed as directed;
9.18. Implementation of the Institution’s management decisions and policies;
9.19. Timeliness in performance of duties.