Technical Support Officer, One Laptop per Child (OLPC) Australia

TECHNICAL SUPPORT OFFICER
ONE LAPTOP PER CHILD AUSTRALIA LTD

Job Application Requirements

Please send applications addressing the key selection criteria resume (maximum 2 pages) and contact details of TWO referees to: careers@laptop.org.au

Contact: Rita Sharma (Office Manager) – 02 9378 6154

One Laptop per Child (OLPC) Australia is the local arm of a global organisation that creates windows of educational opportunity for children around the world. OLPC Australia’s mission is "to enhance learning opportunities for the 400,000 children, aged 4-15, living in remote Australia, by providing each one with a connected XO laptop as part of a sustainable training and support program, by 2014." We are seeking applications for the position of Technical Support Officer to commence in April 2011. The organisation is seeking a reliable and enthusiastic professional to provide school staff support by resolving technical issues. This is an exciting and challenging role for a suitably qualified and experienced person to support OLPC Australia’s ambitious program.

Role Description:
* Obtain general understanding of OS and educational activities (applications) related to the XO laptop
* Provide client support and technical issue resolution via e-mail, phone and other electronic media
* Software / Hardware configuration of XO laptops
* Provide wired and wireless networking support for school staff wishing to collaborate (including with the XS school server) and connect to the Internet
* Provide basic troubleshooting training to school staff via e-mail, phone, Web and other electronic media
* Escalating complex issues to supervisors and Department of Education IT personnel
* Recording support issues and resolutions, and maintaining up-to-date information and documentation on the technical support web site
* Providing accurate weekly reports on the nature and number of technical issues raised
* Identify and correct or advise on operational issues in client computer systems

Key Selection Criteria:
The successful applicant will demonstrate the following:
* Ability to multitask and meet specific goals set by supervisors
* Dependable to be at work during assigned shifts and to complete work as expected
* Requires excellent oral and written communication, interpersonal, organisational and presentation skills
* Able to promptly answer support related email, phone calls and other electronic communications
* Able to work independently and efficiently to meet deadlines
* Self motivated, detail-oriented and organised
* Experience with diagnosing and resolving hardware, software and networking issues
* Proficient in Internet related applications such as Web browsers, e-mail clients, FTP clients and SSH clients
* Final year university student in related area, or three to six months related experience, and/or training in technical support
* Experience with Linux, networking and technical documentation writing
* Ability to write reports, business correspondence, and procedure manuals
* Ability to effectively present information and respond to questions from people of all walks of life
* Ability to solve practical problems and deal with a variety of concrete variables and interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Other Information:
* OLPC Australia is located in the heart of Sydney CBD
* This a part-time position
* Great team culture and working environment
* Work flexible hours (including some weekends)
* Employment is subject to a satisfactory referee and police check