IT Support Officer (PLMSP – Palladium)

Project Overview:

The Pacific Australia Labour Mobility (PALM) scheme is a signature initiative for the Australian Government that enables workers from 9 Pacific Island Countries (PICs) and Timor- Leste to work in priority sectors in Australia. The Pacific Labour Mobility Support Program’s (PLMSP) role is to provide the Department of Foreign Affairs and Trade (DFAT) and governments in 9 PICs and Timor-Leste with support to enable workers to access PALM scheme in inclusive ways that maximise the benefits for the workers and national economies while minimising risks from labour mobility participation. Palladium is contracted to deliver PLMSP on behalf of DFAT.

Role Overview:

Who doesn’t love an IT superstar? As the frontline contact for our teams in our Pacific Island countries the IT Support Officer wil l be responsible for extending PLMSP IT team’s support capabilities by providing on-demand technical support to a variety of end user groups and business systems within the PLMSP.

Interacting with a variety of user groups and systems the IT Support Officer will resolve all T1 and T2 level requests autonomously, communicating with the end-users as needed over phone, email and in person, and working with the broader IT Operations team for the escalation of issues where necessary. As part of the IT Operational management team, you will work together in the support of a remote workforce across Pacific Island Countries, Timor-Leste, urban and regional Australia (all English speaking).
This is a fixed term opportunity required for 4 years with possibility of extension.

Primary Duties and Responsibilities:

The IT Support Officer will:

• Monitoring support systems (including Atlassian Service Desk, MS Teams PLMSP hotline, Palladium IT systems and automated error tracking systems) to acknowledge, manage and resolve issues and requests in a timely manner, driving the PLMSP tech support framework by triaging support issues in terms of urgency.
• Servicing devices and users across a broad geographical area, expanding Pacific Island Countries, Timor-Leste, and regional Australia.
• Engaging with higher level Corporate Palladium IT team and System Administrators to escalate and resolve issues where access policies require it.
• Identifying and responding to major IT incidents such as whole-of-system outages by co-ordinating IT resources, participating in investigations, and reporting on findings.
• Ensuring continual compliance with the security, privacy and data protection, capacity management and disaster recovery procedures as set forth by Palladium.
• Providing training to staff on applications, equipment and IT related processes.
• Engaging with technical vendors to ensure service continuity and dependant activities occur on time and to specification.

Required Qualifications:

Successful candidate will possess the following qualifications and experience:

• Strong experience working in a technical support role with demonstrated capability to work under pressure and manage competing priorities and timelines.
• A good working knowledge of Atlassian Service Desk or similar support ticketing platforms.
• Administering and managing on-premises and Azure Cloud Active Directory environments, users, group policy, MS InTune, SOE devices and software.
• Technical skills allowing for investigating user issues in common business systems.
• Excellent communication skills, including being a team player and the ability to communicate with diverse and non-technical stakeholders.

Applications close on Tuesday 19th November, 2024, 11.59pm AEST and will be assessed on a rolling basis.

Please submit your application online, including your CV and brief cover letter, outlining your suitability in line with the requirements of the position.

We are committed to building a diverse, geographically dispersed workforce to maximize our support. This position is to be based in one of our Pacific Partner countries. You must have valid country specific work rights to be considered for this position – visa sponsorship is not available. Salary is competitive and based on local labour standards.

We strongly encourage people with disability to apply. Disclosing about your disability will not negatively affect your application. Please tell us as much as you feel comfortable for us to work with you about the appropriate adjustments that you might need. If you would like further information or assistance with this, please contact PLMSP.HR@thepalladiumgroup.com

About Palladium – Palladium is a global leader in the design, development, and delivery of Positive Impact – the intentional creation of enduring social and economic value. We work with governments, businesses, and investors to solve the world’s most pressing challenges. With a team of more than 3,000 employees operating in 90 plus countries and a global network of over 35,000 experts, we help improve economies, societies and, most importantly, people’s lives.

Equity, Diversity & Inclusion – Palladium is committed to embedding equity, diversity, and inclusion into everything we do. We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fa ir treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity and expression, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status.

Should you require any adjustments or accommodation to be made due to a disability or you are a neurodivergent individual or for any other circumstance, please email our team at accessibility@thepalladiumgroup.com and we will be in touch to discuss.

Safeguarding – We define Safeguarding as “the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm”. We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse. All successful candidates will be subject to an enhanced selection process including safeguarding-focuse d interviews and a rigorous due diligence process.