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


Job Application Requirements

Please send applications addressing the key selection criteria resume (maximum 2 pages) and contact details of TWO referees to:

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