EMPLOYMENT INFORMATION KIT

END USER SUPPORT

End User Support

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ABOUT THIS INFORMATION KIT

Thank you for your interest in employment with EastLink.

This Employment Information Kit provides you with the relevant information you need about this opportunity to help you decide whether to apply for this position.

Outlined in this document are details about EastLink, information about the recruitment department and position, the selection process and information on how to prepare your application.

You are encouraged to read this information carefully in order to develop an understanding of the requirements. You should assess yourself against the key selection criteria before deciding to apply for the position and prepare an application according to the guidelines outlined in this information kit.

RECRUITMENT PRIVACY STATEMENT

EastLink is committed to protecting privacy and maintaining the confidentiality of personal information collected in the course of carrying out its functions in accordance with its obligations set out in the Concession Deed.

Consistent with EastLink’s Privacy Policy, this statement outlines Human Resources policy for dealing with resumes and other personal information that may be disclosed to EastLink in relation to employment opportunities with the organisation.

During the recruitment and selection process EastLink collects a range of personal information such as resumes, academic transcripts and references. Further personal information may also be collected during the selection process including, but not limited to, telephone screening, telephone interviews, psychometric assessments, competency and skills assessment, health information, criminal history and reference checking.

This information will be treated in the strictest confidence and will only be used for the purpose of tracking an application’s history, assessing a candidate’s suitability for employment and eligibility for an appointment with the organisation and to improve EastLink’s recruitment and selection processes through periodical analysis.

In performing its functions, Human Resources may also disclose the information provided by candidates to referees, recruitment agencies and other third parties who assist EastLink in the recruitment and selection process.

Human Resources may also disclose information provided by candidates internally for the purposes of consideration for other employment opportunities within EastLink. Candidates should advise EastLink if they do not wish to be considered for a position other than the position applied for.

Candidates will be sourced directly and through third party agencies. All candidates will have access to an Employment Information Kit or Position Brief and be provided information about the organisation’s identity, values, employment policies, hiring department, role responsibilities, inherent requirements, behavioural competencies, selection processes and other important employment information.

The provision of personal information in the context of an employment application is voluntary, but where information is not provided or is insufficient or inaccurate, EastLink may be unable to fully process the application or properly consider the candidate’s suitability or eligibility for employment.

Candidates may submit modified information or additional information for consideration in relation to their application up to the closing date, if any, for the advertised vacancy. If at any time a candidate’s details change, the candidate may correct the information held by EastLink.

Information collected during the recruitment and selection process will be stored securely either in a confidential electronic file or in a locked cabinet. Hard copy information collected will be destroyed after three (3) months via a confidential waste paper disposal method.

The information provided by candidates who are subsequently successful in their application will form the basis of their employment records.

All queries in relation to employment applications should be directed to Human Resources on 9955 1700.

ABOUT THE POSITION

THE DEPARTMENT

THE POSITION

The End-User Support is to oversee the management and maintenance of ConnectEast telephony and desktop systems and their associated functions and products.

This role provides Level 2 and level 3 technical support and acts as the escalation point for the Managed Service Provider, working with vendors and internal stakeholders to resolve desktop, cloud, telephony, and security-related issues while ensuring the effective delivery of end-user technology services.

ROLE RESPONSIBILITIES

Key tasks of the End User Support role include, but are not limited to:

- Act as a point of contact for ConnectEast in relation to desktop technologies and telephony services, working with vendors and service providers to coordinate support and issue resolution.
- Experience with mobile device management solutions to support and secure mobile devices used by end users.
- Support endpoint management solutions, including device provisioning, configuration, compliance, and
- Use appropriate data analysis and reporting tools to gather, review and interpret information from ConnectEast IT systems.
- Install, configure, and troubleshoot various operating systems, primarily Windows, to ensure optimal desktop performance.
- Manage and maintain network connectivity by applying knowledge of network protocols, configurations, and troubleshooting techniques.
- Support the installation, updating, and troubleshooting of commonly used software applications within the organisation.

Diagnose, repair, and coordinate the replacement of desktop hardware and peripherals to maintain system functionality and minimise disruption.

Provide remote and onsite technical support using appropriate tools and technologies to assist users across multiple locations.

Integrate and troubleshoot cloud services and platforms to support desktop infrastructure.

Work with internal teams, vendors, service providers, and Managed Service Providers to investigate technical, telephony, security, and connectivity-related issues and achieve timely resolution.

Data & Reporting

- Conduct and provide ad-hoc and standard reporting to the line manager as required.
- Provide data to third-party vendors as authorised by your line manager.
- Work with the business to develop requirements for new systems or changes to existing systems under the direction of the line manager.

System Processes & Testing

- Remain actively involved in creating system changes, including creating and executing test plans.
- Maintain accurate records of changes to requirements and processes.
- Raise defects back to external suppliers as required and as issues arise during testing.
- Participate in the development of operational procedures and work instructions.
- Assist with the planning and implementation of new technologies and systems into IT services platforms.




- Take responsibility for determining the appropriate resolution for assigned issues.
- Alert Senior Management to the presence of risks within the context of the IT systems and applications.

In conjunction with the other staff, minimise the risk of incurring financial Key Performance Indicators penalties through the early identification of issues and the implementation of corrective actions to mitigate risks of non‑compliance.

KEY SELECTION CRITERIA

In addition to the behavioural competencies outlined in this document the key selection criteria is as follows:

FORMAL EDUCATION

- Bachelor’s degree in information technology, computer science, software engineering or related discipline (desirable), or equivalent industry (industry‑relevant) experience.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, or Cisco Webex associated certificates, demonstrating proficiency in desktop support and telephony technologies.
- ITIL - Foundation Certification, Knowledge or practical experience.

WORK EXPERIENCE

- Minimum 3‑5 years' experience in an End User Support, Desktop Support, Information Communication Technology Support, or similar IT support role. Experience supporting Windows desktops, laptops, and end user devices.
- Understanding of networking protocols and configurations, including TCP/IP, DNS, DHCP, and VPN, to ensure seamless connectivity for desktop systems.

- Familiarity with common software applications used in the organisation, such as Microsoft M365 Suite, Adobe Creative Cloud, and enterprise-specific software.
- Proficiency in various operating systems such as Windows, including installation, configuration, and troubleshooting.
- Knowledge of desktop hardware components such as hard drives and peripherals, including diagnostics and replacement procedures.
- Proficiency in using remote support tools and software.
- Understanding of cloud services and platforms such as Microsoft Azure, Microsoft M365, Microsoft Intune, Microsoft Teams, Cisco Webex, including integration and troubleshooting.
- Knowledge of security technologies such as firewalls, antivirus software, Virtual Private Network and encryption methods.
- Demonstrate the ability to use data and information to analyse issues, evaluate options, form sound conclusions and implement appropriate recommendations.
- Effectively organises multiple tasks/assignments, sometimes of a complex nature or involving competing priorities, to produce work that is accurate, thorough and on time.
- Effectively conveys ideas and information in writing using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the reader.
- Effectively identify, collect, organise and document data and information in ways that make the information most useful for subsequent assessment, analysis and investigation.

KEY COMPETENCIES

- Highly organised with strong time management and prioritisation skills.
- Professional and confident communication style-written and verbal.
- Robust attention to detail with a focus on accuracy.
- Demonstrated ability to manage multiple tasks under limited supervision.
- Collaborative team player who can also work independently.

INHERENT REQUIREMENTS

PEOPLE

- Accessing, viewing and updating sensitive information which may relate to customers, employees and/or company intellectual property;
- Honest, trustworthy and high level of integrity;
- Interacting with colleagues and senior management from across the organisation;
- Interacting with suppliers and contractors providing a service to EastLink; and
- Working independently and also within a team.

WORK SETTING

- Adjusting ergonomic equipment such as a computer and/or chair height which may be required due to sharing resources;
- Be eligible to hold a current security pass for EastLink workplaces;
- Working across multiple locations which requires travel between such locations;
- Working in a multi‑storey building;
- Working in an open plan office;
- Working within an audited work environment, receiving regular performance related feedback; and
- Meeting reasonable occupational health and safety standards which are in direct compliance with relevant laws.

RESOURCE UTILISATION

- Using technology including photocopier, fax machine,etc;
- Using a telephone with handset or headset; and
- Using computer technology; including a large scale visual display unit, computer keyboard, mouse and/or scanner for extended periods of time.

PHYSICAL

- Ability to speak and be clearly understood on the telephone;
- Being seated at a desk for prolonged periods of time while operating technology;
- Concentrating for reasonably long periods of time;
- Extended reaching;
- Keyboarding tasks;
- Listening, retaining information and understanding what is said; and
- Undertaking tasks which are visually demanding or critical for long periods of time.

ELIGIBILITY TO APPLY

To be eligible for employment with EastLink, you must be an Australian citizen, an Australian permanent resident, a citizen of New Zealand who entered Australia on a current New Zealand passport or a non‑Australian citizen holding a valid visa with work entitlements.

KEY SELECTION CRITERIA

Advertised vacancies often attract a number of very good quality candidates so it is in your best interest to prepare an application that will demonstrate to EastLink that you are able to satisfy the requirements of the role.

Before you begin your application it is important that you read this document carefully and decide whether your skills and abilities match the requirements of the position. If you require additional information to make this assessment it is recommended that you phone Human Resources for a confidential discussion.

You may also wish to research additional information which may be sourced from documents found on our Internet site – www.eastlink.com.au

The key selection criteria outlined in the advertisement and/or this document describes the essential areas against which EastLink will assess your employment application.

This is the most important part of your application as it is your opportunity to inform EastLink about your skills, abilities and experience. Under each key selection criterion you should outline your relevant skills, abilities and give relevant examples that demonstrate that you meet the requirement.

The information you provide against the key selection criteria will form the basis for short listing candidates for further consideration. It is important that you address each criterion thoroughly but succinctly and include only information that is relevant to the position.

SELECTION ACTIVITIES





The selection process for this role consists of a number of important components all of which require success to be eligible for an appointment.

INITIAL SCREENING

The selection process begins with EastLink reviewing your resume and making an assessment of your skills, knowledge and abilities giving consideration to our education, experience and employment history and assessing their relevance to the requirements of the position. It is significant, therefore, that your application addresses all aspects of the selection criteria as clearly as possible. Spelling and grammar are an important element to your application, so you should review your application carefully prior to sending.

TELEPHONE SCREENING

Human Resources may contact you by telephone to discuss your application and the position further. This is your opportunity to represent yourself, and to discuss why you have applied for the position. You will be able to talk about your expectations and find out more about the position and work

INTERVIEW

Short listed candidates will be interviewed by a small selection panel at either EastLink’s Ringwood Office. If you have any special requirements (eg. disabled parking, wheelchair access) please contact Human Resources so that appropriate arrangements can be made.

The selection panel will ask you a series of behaviour based interview questions related to the selection criteria. At the interview, the panel will be seeking to determine your relative strengths and weaknesses in relation to the position by asking you about specific examples or occasions when you have displayed the required competencies.

You will have the opportunity to ask questions, given the chance to demonstrate your interest in and understanding of the position and its duties. You should allow up to an hour and a half for an interview. It isn’t necessary to bring anything with you to the interview.

Candidates short listed at this stage of the selection process may be required to attend a second round interview.

TECHNICAL SKILLS ASSESSMENT

Short listed candidates may be requested to complete technical competency assessment following the interview.

QUALIFICATIONS

If you list formal qualifications on your application, please note that you may be required to provide the original qualifications at any time during the selection process.

However, if you are the successful applicant, either on engagement, promotion or transfer, you will be required to provide the original qualifications prior to commencement in the position.

PRE-EMPLOYMENT CHECKS

EastLink is committed to providing a safe and healthy working environment for its employees, contractors and visitors. To achieve this, EastLink strives to ensure that employees are not required or permitted to undertake work for which they are not suited and to take appropriate measures to allow work to be done in a manner which will not put any person at risk to their health and safety.

To assist EastLink in achieving this objective, short listed candidates will be required to complete a pre-existing health declaration and must disclose any/all pre-existing injuries or diseases suffered, which, they reasonably believe could be accelerated, exacerbated, aggravated or caused to recur or deteriorate by them undertaking this role.

Short listed candidates may be required to undergo a vision assessment by an Optometrist and a hearing assessment by an Audiologist prior to commencing employment. The cost of this consultation will be met by EastLink.

REFEREES

In accordance with EastLink policy a minimum of three (3) professional referees are required. This should include, where practicable, the most recent manager / supervisor who can be contacted to discuss the employment application.

ELIGIBILITY FOR APPOINTMENT

Candidates who complete the selection process and meet all the selection criteria will be eligible for appointment with EastLink. Where there are more eligible candidates than available positions, offers of employment will be extended to those candidates whose attributes are most closely aligned with the organisation’s requirements.

OTHER INFORMATION

POSITION STATUS

This position is offered on a Permanent Full time] basis.

REMUNERATION

The total remuneration, which includes superannuation, offered for this role will be negotiated with the employee.

COMMENCEMENT

The commencement date for these positions is to be confirmed.

PROOF OF ENTITLEMENT TO WORK

- Australian birth certificate
- Certificate of evidence of citizenship
- Australian passport
- Valid visa with permission to work

PROBATION

All new employees of EastLink will be subject to a probationary period of three (3) months. Confirmation of continuing employment beyond the end of the probationary period will be provided before the expiry of the probationary period and will be contingent upon satisfactory performance, satisfactory behaviour and meeting any necessary security clearance or other specified employment pre-requisite requirements.

POLICE CHECK

Successful applicants shall be required to consent to, and satisfactorily complete, a criminal history check upon commencement of employment at no cost to the employee.

LOCATION

This role will be based at EastLink’s Head Office in Ringwood.

HOURS OF WORK

Shift lengths will typically be 7.5 hours. However, the successful applicant may be expected to work hours as is reasonably necessary for the proper performance of their duties whether during or outside normal business hours.

TRAVEL

Travel expenses, as per EastLink policy will be reimbursed to employees requested to attend a location that is not their normal work location. The amount paid for motor vehicle expenses will be based on the Australian Taxation Office provided schedule and will be calculated on the additional distance they are required to travel over and above their normal travel between home and work.

WORK LIFE BALANCE

A number of initiatives have been introduced across the organisation which demonstrates our commitment to work life balance. These initiatives are underpinned by our values and behaviours and are embedded in policy and procedural arrangements.

EastLink is committed to conditions of employment that support employees to achieve a successful work life balance through diversity of choice with regards to work patterns and a range of leave arrangements to enact the Time Better Spent philosophy of a better balance of work, family and lifestyle commitments benefiting employees and the organisation.

Some of the arrangements that EastLink supports includes:

- Flexible Working Hours
- Part Time Work
- Job Share
- Internal Promotional Opportunities

BENEFITS

- Employee Tolls Reimbursement
- Fruit in the Workplace
- Health & Wellbeing Program including health assessments
- Employee Assistance Program
- Social Club
- Discount Employee Benefits
- Subsidised study fees

SMOKE FREE WORKPLACE

The health dangers associated with active smoking are well known. EastLink also recognises that passive smoking may be hazardous to health and that non-smokers should be protected from the involuntary inhalation of second hand tobacco smoke.

EastLink is a smoke free environment and smoking on EastLink work premises is not permitted.

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📌 End User Support - Employment Information Kit (Maroondah City)
🏢 ConnectEast
📍 Maroondah City