IT & AV Support Engineer (Temporary)

About UOWD

The University of Wollongong in Dubai (UOWD) is one of the region's oldest, most prestigious and forward-thinking tertiary institutions. Our curriculum and teaching practices reflect those of UOW Australia, which constantly ranks among the top 2% of universities worldwide, and are nationally and internationally recognized. Our continuous efforts in providing an education of world-class standards, are evident in our longstanding ranking in graduate employability and also the reason why our graduates are highly sought after by employers.

UOWD is truly a dynamic and diverse institution that offers a broad spectrum of programs in Business, Engineering, Information Sciences as well as Arts, Media and Humanities, aiming to develop graduates who are ethical, agile, technologically literate and ready for multicultural workplaces. Our programs are relevant and industry related with a strong focus on encouraging creative and critical thinking, problem-solving and the development of unique leadership skill sets.

Position Overview

We are looking for IT and AV Support Engineer to join our university's technology support team on a temporary full time basis. As an IT and AV Support Engineer, you will be responsible for providing technical support to our faculty, staff, and students for all technology-related issues, including audio-visual (AV) systems.

If you have a passion for technology and helping others, we encourage you to apply for this exciting opportunity to join our university's technology support team.

Key Responsibilties

• Respond to support requests via phone, email, or ticketing system from faculty, staff, and students and provide timely and effective resolution of issues
• Provide technical support for hardware and software issues, including troubleshooting, maintenance, and upgrades for faculty, staff, and students
• Set up, maintain, and troubleshoot IT and AV systems in classrooms, lecture halls, and other areas on campus, including projectors, screens, speakers, microphones, and video conferencing systems
• Set up and configure IT and AV equipment for events, including microphones, speakers, and projectors
• Troubleshoot and resolve hardware and software issues, including setting up new computers and configuring software applications
• Conduct preventative maintenance on IT and AV equipment, including testing and quality assurance, and manage software updates and patches
• Work with vendors to coordinate repair and replacement of IT and AV equipment
• Provide training and support to faculty and staff on the use of AV equipment, including software and hardware, and assist with troubleshooting issues as they arise
• Ensure that IT and AV systems are operational and functional, including testing and quality assurance of equipment, conducting preventative maintenance, and managing software updates and patches
• Collaborate with other IT support teams to ensure that technology services are reliable, consistent, and meet the needs of faculty, staff, and students
• Manage inventory of IT and AV equipment and software licenses. Update and maintain inventory of It and AV equipment and software licenses, and work with vendors to coordinate repairs and replacements as needed
• Collaborate with other IT support teams to ensure consistent and reliable technology services
• Attend regular meetings with other IT support teams, vendors, and management to discuss support activity and plan for upcoming projects and events
• Document support activities and resolutions in a ticketing system, and provide regular reports on support activity and trends to management

Knowledge, Skills and Experience

• Professional IT experience; Microsoft certifications an advantage.
• An in depth up-to-date technical knowledge of all of the following is essential -
• Windows 10
• Windows Server 2016 and later
• Microsoft Office 20xx, MS Outlook (Exchange) Client
• Active Directory
• Specialised knowledge and support experience in several of the following areas: M365, Mac OS 10.x operating systems, Linux, VMware ESX, Microsoft SQL Server, IIS webservers, Ethernet, TCP/IP, DHCP, Network switches, AV and mobile devices (smartphones, tablets etc ), Azure
• Server Side web programing like PHP, ASP, Java
• basic graphic and web design tools like photoshop and figma
• Knowledge of email and email protocols, and of wired and wireless networking protocols.
• Knowledge of security solutions for the protection against and removal of viruses and malware.
• A good up to date general knowledge on current trends in IT.
• The ability to work effectively as a member of a team towards quality service goals and deadlines.
• Excellent oral and written communication, coupled with a strong customer service orientation, and the ability to tailor responses to specific technical and non-technical audiences.
• Proficiency in Arabic Language will be advantageous.
• Ability to prioritise and schedule workload in the face of conflicting demands.
• Structured and methodical approach to problem solving.
• A willingness to adopt and champion new ways of working.
• A willingness to coach and train colleagues in your own areas of expertise.
• A good working knowledge of: Mac OS X, Linux, iOS and Android
• Knowledge of Equality, Diversity and Inclusion policy matters, and how to actively ensure in day-to-day activity in own area that people are treated equally and fairly.
• Also:
• Knowledge of mobile devices including tablets and smartphones
• Knowledge of AV systems, including audio systems, video conferencing equipment, and projection systems
• Basic hardware skills
• Knowledge of ITIL methodology, ideally backed up with a foundation qualification
• Experience with ticketing systems and documenting support activities Ability to work independently and as part of a team
• Experience of utilising social media in a professional environment

Dimensions

The role is focused on delivery of a quality IT and AV service to staff and students, supporting end users and web development, and working collaboratively with colleagues.

Planning and organising

You will be working in response to more complex customer enquiries and you will need to prioritise your own workload in order to deliver on schedule and at quality.

Problem solving and decision making

You will use your knowledge and expertise to analyse problems and identify and deploy solutions.

Internal and external relationships

You will liaise with a wide range of staff and students, and colleagues in the wider IT team in order to ensure the delivery of a quality service. You may need to liaise with external suppliers.

Qualifications

Bachelor's degree in Computer Science, Software Engineering, or a related field.

1-3 years of experience in IT infrastructure management, preferably in a large-scale environment

Familiarity with Crestron, Extron, and other AV control systems

Knowledge of video production and editing software

Excellent problem-solving and analytical skills

Strong communication and collaboration skills

Certifications such as MCSE, MCSA, CCNA, CCNP, or equivalent are a plus

Familiarity with learning management systems, such as Moodle

The successful candidate will enjoy interaction with a professional and dynamic team of highly respected educators from over 30 different countries and exposure to students from over 105 nationalities.

This is a salary only position on temporary full-time basis. Candidates need to have a valid residence visa to apply for the position.

UOWD is an equal opportunity employer that attracts, develops, motivates, empowers, and retains a diverse workforce.

Note: you will be required to attach the following: