Technical Support Specialist

With a passion for academic excellence, you will foster a culture of creativity, curiosity, and achievement, empowering students to thrive in engaging and innovative learning environments. You will also inspire and support teaching staff to deliver high-impact learning experiences that challenge, motivate, and nurture every student.

The Technical Support Specialist is a key role responsible for Level 1 IT and AV technical support to staff, students, parents and other members based at our new Shelford Campus., * Provide troubleshooting and technical support remotely, one-on-one or via phone/email/web-based IT ticketing system

• Manage day to day resolution of IT service tickets, including:
• Troubleshooting IT and AV technology issues
• Addressing device related faults.
• Assisting staff, students and parents to access school platforms and portals.
• Monitor and respond to system alerts, escalating to the Level 2 support team when required.
• Identify recurring ticket trends and escalate key themes to the appropriate stakeholders.
• Build and deploy new devices, including MacBooks, Windows laptops, iPads and iPhones.
• Notify the IT Service Desk Team Leader of any actual or potential incidents in line with CGS IT protocols.
• Day-to-day resolution of AV related tickets activities such as:
• Troubleshooting classroom AV technology issues
• Assist staff with AV related meeting setups
• Assist the school’s AV Lead in delivery and testing of new AV technologies.
• Assist the school’s Network and Security team in delivery of new or upgraded networking infrastructure technologies.
• Model and live the Caulfield Grammar School values and behaviours

• At least 2-3 years in a similar IT/AV Service Desk or IT Helpdesk support role.
• Solid experience in problem analysis and resolution of software and hardware problems.
• Knowledge of ITSM Ticketing Systems (e.g. Fresh Service)
• Proven ability to function in a self-directed environment.
• Strong technical support experience with Apple devices, including knowledge of macOS and iOS operating systems.
• Working knowledge of Microsoft Windows environments (Windows 10/11) and Active Directory user and group administration.
• Familiarity with classroom AV technologies such as displays, projectors, smart/interactive whiteboards and control panels.
• Basic understanding of networking fundamentals, IP telephony (Teams Calling), video conferencing systems (Cisco), and general AV equipment.
• A strong customer service focus with an ability to deliver a positive support experience.
• Excellent interpersonal skills and the ability to work effectively with a wide range of users.
• Clear and confident communication skills.
• Hold or willing to obtain an Employment Working With Children Check.

• Competitive base and 13% Superannuation
• Continuous professional development opportunities
• Access to outstanding facilities and resources with free onsite parking
• Health & Wellbeing activities throughout the year
• Employee Assistance Program (EAP)

Caulfield Grammar School is an internationally recognised, independent, co-educational school committed to providing exceptional educational opportunities from Early Learning through to Year 12. With over 3700 students across 4 campuses and our Student Experience Programs in Yarra Junction and Kakadu, Caulfield Grammar passionately strives to deliver innovative specialist educational programs enabling quality learning every day, in every experience, for every learner, for life.