ICT Service Delivery Engineer - HS2

Job Details
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Department: Albury Wodonga Health
Work Type: Ongoing - full time
Job Function: IT and Telecommunications
Classification: As per award
Work Location: Albury/Wodonga
Reference: VG/20180913_03
Closing Date: 30-Sep-2018
Salary Range: As per award
Job Duration: N/A
Attachments: ICT Service Delivery Engineer PD.pdf (PDF, 164KB)

Contact: Shaun Thurling
(02) 60517172

Position Details


 Wodonga Campus

ICT Service Delivery Engineer – HS2

Full Time – Permanent – 80 Hours Per Fortnight


Albury Wodonga Health – Wodonga Campus requires an ICT Service Delivery Engineer to join our Information Communication Technology Department. The ICT Service Delivery Engineer (SDE) is to provide onsite, and remote day to day Level 1 ICT technical support for all staff within the AWH organisation.

This role revolves primarily around the management and resolution of service desk calls/submitted jobs, with the primary focus of completing as many jobs as possible at this level, and escalating to the Level 2  ICT applications and Infrastructure team members where necessary.

The SDE(s) is responsible for managing the flow of jobs for service desk based on organisational agreed KPI's and SLA matrixes, as well as asset management, tracking, and troubleshooting.

Primary responsibilities of this role:

  • Provide Level 1 support in response to service requests (both in person, phone and ticket generation) according to agreed procedures, in an effective, efficient, helpful, professional and timely manner. Ensures client accepts outcome at time of resolution, and gets regular updates on job resolution.
  • Identify and record incident symptoms, determine possible causes, and assign, action, or escalate for resolution, or approval.
  • Update and maintain asset records for data accuracy within the service desk process.
  • Document, and archive procedures needed for issue resolution into an identified central repository, along with any supporting documentation for internal use.
  • Review and monitor alerts from infrastructure and applications systems sent to a central repository, and escalate to Level 2 technicians via approved processes.
  • Carry out maintenance schedules, or assign to higher level if process requires higher level of access.
  • Ensure delivered computer equipment is installed with the latest AWH SOE, and implement any other procedures manually that may need to be undertaken.
  • Deploy computer, phone and any other assigned ICT hardware.
  • Participate in disaster recovery, backup, restoration and network security procedures.
  • Develop and maintain excellent rapport, professional conduct, and communication with internal and external customers. 

AWH offers full orientation and training, salary sacrifice and the opportunity to be a part of a supportive and friendly team within a growing organisation.

Candidates meeting the following mandatory criteria are encouraged to apply:

  • Industry certification of MCP/MCSE, or a Degree or Certificate IV in Information Technology or related field, or currently studying to obtain any of these certifications, or prior experience in a relevant environment.
  • Good troubleshooting skills; able to isolate faults and problems to the source software or hardware system within skillset and knowledge.
  • Excellent customer service skills.
  • Excellent documentation skills.
  • Current Victorian Driver's license or equivalent.
  • A current National Police Check.
  • A current Working with Children Check.

 Desirable Skills:

  • Proven ability in the support of enterprise network infrastructure, workstations, servers and applications
  • Previous ICT or Service/Help Desk experience.
  • Previous Health Care Experience.
  • Experience in ICT within the health industry, desirable
  • Experience with Phone/PABX and Video Conferencing is desirable.
  • Experience with VMWare, Citrix Environments, Commvault, and Microsoft Exchange is desirable.

Salary and conditions of employment will be in accordance with the Victorian Government Health Award HS2.

Successful applicants will be required to complete appropriate Criminal Record Screening paperwork/processes in order for AWH to meet its obligations regarding screening for serious criminal offences (within and external to Australia).  Applicants unable to commit to this screening process should not submit an application for employment. 

Successful applicants will be required to complete mandatory orientation modules using the AWH e-learning system prior to commencing employment.

This is a Category B position.  Successful applicants of Category A positions must provide evidence of vaccination prior to commencement.

 AWH is unable to support applicants requiring sponsorship


More information

Please refer to the Position Description (see attachments) for more details on this position and required Selection Criteria.

Should you have any questions regarding this position, please contact, Shaun Thurling – ICT Infrastructure Manager on (02) 60517172


Apply Now

AWH is an Equal Opportunity Employer; we encourage applications from Indigenous Australians, people with disabilities, young people and people from culturally diverse backgrounds.

Apply via this website, go to 'Apply Now' (at bottom of page) to complete the Application Form. Please ensure that each Selection Criteria is addressed. Also ensure you attach a copy of your resume (including names and contact details of two professional referees). Other documents you feel are relevant may also be attached; however this is limited to 5 documents of no greater than 2 Mega Bytes.

NB if you experience any difficulties with this website or completing the application process, please email people.workforce@awh.org.au. Please note this address is for enquires only and applications cannot be submitted via this email.

Applications not received via the Vic Government Careers system by the closing date will not be accepted.


 Closing Date: 30th September 2018

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