"Senior Technical Support Analyst"

Job TitleSenior Technical Support AnalystFaculty / School / UnitInformation Technology Unit: Cloud & InfrastructureJob SummaryAt UTS, we’re on a bold journey to become a leading public university of technology recognised for our global impact. Positioned at the cutting edge of creativity, innovation, and technology, we are dedicated to driving transformative breakthroughs that shape the future. Our state-of-the-art campus in Sydney’s vibrant Tech Central precinct is alive with energy and ambition, creating a dynamic environment where curiosity and collaboration thrive.

About the Role

The Senior Technical Support Analyst will provide advanced technical support to faculty, staff, and students, resolve complex technical issues. They may act as an escalation point for more junior Technical Support Analysts and provide mentorship, support, and advice. The role will also proactively monitor and troubleshoot IT systems to ensure maximum uptime and reliability.

Detailed DescriptionAbout You

The successful applicant will possess:

• Demonstrated extensive knowledge of IT support processes, ticketing systems, and best practices 

• Strong interpersonal skills with the ability to build and maintain relationships with clients and stakeholders

• Proven experience and success in a similar role within a large and complex organisation 5+ years

• Advanced technical knowledge and demonstrated ability to independently troubleshoot and resolve user issues

• Strong interpersonal skills with the ability to build and maintain relationships with clients and stakeholders

• Exceptional problem-solving skills with a demonstrated ability to independently troubleshoot and resolve user issues by focus providing practical and effective solutions

• Strong project management skills and ability to drive process improvements within the technical support function

• Relevant tertiary qualification, and relevant experience; or an equivalent level of knowledge gained through any other combination of education, training, and/or experience, (Microsoft Role-Based Certifications or CompTIA certs highly regarded)

• Advanced time management skills, ability to manage multiple tasks and meet competing deadlines

• Prior experience contributing to the development and training of junior staff and peers

• Windows and Mac Desktop OS support experience

• Solid understanding of LAN/WAN, TCP/IP, DNS, DHCP, and basic switching and routing concepts

• Windows Server OS support experience

• Exposure to Microsoft 365, Intune, Azure, EntraID

• English proficiency (written and verbal) 

Desirable: 

• Hands-on experience with ServiceNow, and JIRA

• Current Microsoft Certifications

• Understanding of Agile methodologies

• JAMF Knowledge and experience

• Software Packaging and deployment experience

• OKTA support and administration experience

• Programming Languages: Bash, Python

Remuneration/SalaryBase Salary Range: $107,402 - $118,813 (HEW 7)

This role attracts 17% superannuation in addition to the base salary. 

UTS staff also benefit from a wide range of Employee Benefits include flexible work practices, child care centres, generous parental leave and salary packaging opportunities.

This position is full-time and appointment will be made on a continuing basis.

How to ApplyPlease submit your application with your updated Resume and Cover Letter. Please ensure your cover letter outlines your motivation for applying, as well as your skills and capability in relation to the role.

Only those applications submitted via the UTS online recruitment system will be accepted. If you are a current UTS staff member, for help on how to apply through NEO please click here.

As you will be unable to save your application once started, please have all required documents and information available prior to commencing.

Please ensure that the file name for each document submitted includes IRC335447 and your name. 

Specific enquiries or issues with your application may be directed to the UTS Recruitment Team at recruitment@uts.edu.au

Closing Date: Please note, there is no official closing date for this role. Applications will be reviewed as they are received and interested applicants are encouraged to apply as soon as possible. This advert may be closed without notice. 

Applicants must have current and valid work rights in Australia.

UTS prioritises safety, respect, and inclusion for every member of our community. In support of this, and in line with our statutory obligations under the National Code to Prevent and Respond to Gender-Based Violence 2026, all prospective employees must declare any past investigations relating to gender-based violence. Employment at UTS is contingent upon completion of this declaration, and, where necessary, assessment of any identified risk factors. We appreciate your role in upholding the standards and behaviour expected of our community.

Accessibility

UTS Recruitment care about digital accessibility. If there is any content in our advertising that you have struggled with, please make us aware so that we can make our information accessible to all. 

In addition, if you have a disability that requires adjustment to the recruitment process or an alternative application pathway please contact recruitment@uts.edu.au for assistance.