About the role
In this role, you will act as an escalation point for the IT Service Desk, requiring flexibility to handle emerging issues and changing priorities. You’ll work closely with the IT Service Desk and other support teams, while also mentoring level 1 support staff to enhance their skills and shared knowledge.

Work type: Permanent Full Time
Classification: Band 6 $90,263-$97,365 plus superannuation

Key responsibilities include:

• Troubleshoot technical issues escalated from the IT Service Desk and provide support to end-users and escalate complex problems to appropriate teams for resolution.
• Assist in the management of application delivery solutions, application installation and integration.
• Work with the unit leader to deliver the team’s Technology Foundations business plan, to achieve value for our customers.
• Support routine problem-solving and continuous improvement activities by identifying and addressing gaps and inefficiencies to minimise financial waste
• Provide technical guidance to the IT Service Desk in resolving customer problems at first point of contact.
• Encourage a customer first culture in the team and proactively solve problems to address the team’s gaps in delivering services to customers.

About you
To be successful in this role, you will have a bachelor’s degree in computer science, Information Technology, Engineering, or a related field and/or significant professional experience in operational systems support.

Essential Experience:

• Three (3) or more years of relevant experience in operational systems support.
• Exposure to a broad range of modern technologies and disciplines with a strong working knowledge of modern IT systems delivery and management.
• Experience in collaborating with cross-functional IT teams to deliver complex initiatives.
• Background in system support tasks, including configuring operating systems and network settings.
• Preferred candidates will be required to undergo a National Police Check as part of the recruitment process (funded by the City).

If this sounds like the role for you, then click apply now! 

Child Safety Responsibilities   
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.  

Diversity and Inclusion  
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience.  

Create our future together at the City of Greater Geelong
Join the City of Greater Geelong, a community-focused workplace on Wadawurrung Country. We deliver over 130 services to our growing population, striving to make our city a great place to live, work, and study. Our central location for Central Geelong-based employees is the Civic Precinct, Wurriki Nyal, a modern, sustainable, and inclusive workplace, along with our outreach locations.

If you're passionate about inclusivity and community, apply now – we’d love to meet you!

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

Applications and Enquiries

Click the Position Description link to view more information about this position.

Enquiries: Josh Terry | Manager IT Operations (Acting) | JTerry@geelongcity.vic.gov.au

Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.

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