Client Support Technician

University of Newcastle

Newcastle, Newcastle, Maitland and Hunter NSW

Help Desk and IT Support (Information and Communication Technology)

Other (Education and Training)

Full time

Every day brings variety

Grow your technical expertise and work with emerging technologies

Join a team that puts people and technology at the centre of a great university experience.

Onsite position based at Callaghan NSW

Are you passionate about helping people make the most of their technology? Do you enjoy solving problems, supporting others, and working with a wide mix of digital tools? We’re looking for a Client Support Technician to join our Digital Technology Solutions team and play a key role in supporting staff and students across the University.

The role

In this role, you will be part of a dynamic team delivering high-quality advice and support across a range of end-user technologies. You’ll assist clients with standard workstations, software applications, collaboration tools, and Audio-Visual technologies used in teaching and meeting spaces. You’ll use your specialist skills in at least one platform (Windows or MacOS), along with strong AV and interactive technology experience, to help users get the best from their digital environment.

Digital Technology Solutions is a trusted technology partner across the University, enabling excellence in teaching, research, and innovation. As a Client Support Technician, you’ll contribute to this mission by delivering reliable, customer-focused support and helping shape the University’s approach to digital service delivery.

What you’ll do:

Provide customer-focused support for client technologies, including workstations, mobile devices, collaboration tools and software applications.

Support Audio-Visual and interactive teaching technologies across learning and meeting spaces.

Diagnose and resolve technical issues, including complex incidents escalated from other teams, within agreed timeframes.

Offer expert advice to clients on the effective use of their technology.

Contribute to the development of technical documentation, knowledge base content and self-service resources.

Make recommendations to improve standards, procedures and client computing practices.

Collaborate with internal and external stakeholders to support high-quality service delivery and maintain strong working relationships.

Ensure all activities align with University policies, IT security requirements, and WHS standards.

Contribute to team outcomes, including meeting Service Level Agreements, project deadlines and service quality goals.

This is a full time continuing position at a HEW 6 Higher Education Worker Level and will be based at Callaghan.

About you

We are seeking someone with experience supporting Windows or MacOS platforms, with expert knowledge in at least one. You will bring strong technical skills in Audio-Visual and interactive technologies, along with a customer-first mindset and a genuine passion for helping others. The role requires the ability to manage incidents, solve problems and communicate clearly with a diverse range of users. You will work collaboratively within a team, build positive stakeholder relationships, and demonstrate a commitment to service excellence, continuous improvement and secure work practices.

What we offer

In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively.

These include:

The remuneration for this position is from  93929 -  103,641 p.a. + superannuation and is commensurate with skills and experience.

Flexible working arrangements (in line with the University’s Flexible Work Policy

17% super and salary packaging

Additional University Holiday days, generous personal leave and parental leave, annual leave loading and additional purchased leave scheme

Discounts in private health insurance, gym memberships, software, travel and more

Wellbeing programs

Your next steps

Please visit here for a guide on how to apply for a role.

If viewing this on a job board other than the University's please click ‘Apply’ to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy before commencing your application.

Your application must include:

Your resume

A cover letter outlining your motivation to apply for this opportunity

A statement addressing the Essential Criteria listed below demonstrating your qualifications and experience with examples.

To ensure that your application receives full consideration, it's important to structure and address the selection criteria outlined in the application process. This helps us better understand your experience and suitability for the role. We appreciate your attention to this matter and look forward to reviewing your application.

Please upload your Cover Letter and response to the requested Criteria as one PDF document.

Your Cover Letter and Response to the Essential Criteria should not exceed 4 pages (approximately 2,000 words).

Applications for this position will only be accepted from those with Australian residency or a valid work permit.

We are unable to offer visa sponsorship for this role.

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

For specific position enquiries, contact Mitchell Bull, Client Support Zone Lead North 0249212068 or via email Mitchell.Bull@newcastle.edu.au