Job Description
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EMPLOYMENT INFORMATION KIT
END USER SUPPORT n
End User Support
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Page 2 of 13© Copyright **** ConnectEast Pty Ltd Printed documents are not controlled
ABOUT THIS INFORMATION KIT n
Thank you for your interest in employment with EastLink.
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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.
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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.
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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 n
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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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The information provided by candidates who are subsequently successful in their application will form the basis of their employment records.
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All queries in relation to employment applications should be directed to Human Resources on .
ABOUT THE POSITION THE DEPARTMENT THE POSITION n
The End-User Support is to oversee the management and maintenance of ConnectEast telephony and desktop systems and their associated functions and products.
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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 n
Key tasks of the End User Support role include, but are not limited to:
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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.
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Experience with mobile device management solutions to support and secure mobile devices used by end users.
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Support endpoint management solutions, including device provisioning, configuration, compliance, and
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Use appropriate data analysis and reporting tools to gather, review and interpret information from ConnectEast IT systems.
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Install, configure, and troubleshoot various operating systems, primarily Windows, to ensure optimal desktop performance.
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Manage and maintain network connectivity by applying knowledge of network protocols, configurations, and troubleshooting techniques.
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Support the installation, updating, and troubleshooting of commonly used software applications within the organisation.
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Diagnose, repair, and coordinate the replacement of desktop hardware and peripherals to maintain system functionality and minimise disruption.
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Provide remote and onsite technical support using appropriate tools and technologies to assist users across multiple locations.
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Integrate and troubleshoot cloud services and platforms to support desktop infrastructure.
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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 n
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Conduct and provide ad-hoc and standard reporting to the line manager as required.
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Provide data to third-party vendors as authorised by your line manager.
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Work with the business to develop requirements for current systems or changes to existing systems under the direction of the line manager.
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System Processes & Testing n
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Remain actively involved in creating system changes, including creating and executing test plans.
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Maintain accurate records of changes to requirements and processes.
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Raise defects back to external suppliers as required and as issues arise during testing.
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Participate in the development of operational procedures and work instructions.
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Assist with the planning and implementation of new technologies and systems into IT services platforms.
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Take responsibility for determining the appropriate resolution for assigned issues.
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Alert Senior Management to the presence of risks within the context of the IT systems and applications.
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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 n
In addition to the behavioural competencies outlined in this document the key selection criteria is as follows:
FORMAL EDUCATION n
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Bachelor's degree in information technology, computer science, software engineering or related discipline (desirable), or equivalent industry (industry‐relevant) experience.
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Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, or Cisco Webex associated certificates, demonstrating proficiency in desktop support and telephony technologies.
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ITIL - Foundation Certification, Knowledge or practical experience.
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WORK EXPERIENCE n
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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.
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Understanding of networking protocols and configurations, including TCP/IP, DNS, DHCP, and VPN, to ensure seamless connectivity for desktop systems.
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Familiarity with common software applications used in the organisation, such as Microsoft M365 Suite, Adobe Creative Cloud, and enterprise-specific software.
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Proficiency in various operating systems such as Windows, including installation, configuration, and troubleshooting.
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Knowledge of desktop hardware components such as hard drives and peripherals, including diagnostics and replacement procedures.
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Proficiency in using remote support tools and software.
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Understanding of cloud services and platforms such as Microsoft Azure, Microsoft M365, Microsoft Intune, Microsoft Teams, Cisco Webex, including integration and troubleshooting.
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Knowledge of security technologies such as firewalls, antivirus software, Virtual Private Network and encryption methods.
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Demonstrate the ability to use data and information to analyse issues, evaluate options,



form sound conclusions and implement appropriate recommendations.
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Effectively organises multiple tasks/assignments, sometimes of a complex nature or involving competing priorities, to produce work that is accurate, thorough and on time.
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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.
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Effectively identify, collect, organise and document data and information in ways that make the information most useful for subsequent assessment, analysis and investigation.
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KEY COMPETENCIES n
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Highly organised with strong time management and prioritisation skills.
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Skilled and confident communication style-written and verbal.
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Strong attention to detail with a focus on accuracy.
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Demonstrated ability to manage multiple tasks under limited supervision.
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Collaborative team player who can also work independently.
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INHERENT REQUIREMENTS PEOPLE n
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Accessing, viewing and updating sensitive information which may relate to customers, employees and/or company intellectual property;
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Honest, trustworthy and high level of integrity;
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Interacting with colleagues and senior management from across the organisation;
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Interacting with suppliers and contractors providing a service to EastLink; and
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Working independently and also within a team.
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WORK ENVIRONMENT n
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Adjusting ergonomic equipment such as a computer and/or chair height which may be required due to sharing resources;
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Be eligible to hold a current security pass for EastLink workplaces;
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Working across multiple locations which requires travel between such locations;
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Working in a multi‐storey building;
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Working in an open plan office;
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Working within an audited work environment, receiving regular performance related feedback; and
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Meeting reasonable occupational health and safety standards which are in direct compliance with relevant laws.
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RESOURCE UTILISATION n
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Using technology including photocopier, fax machine,etc;
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Using a telephone with handset or headset; and
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Using computer technology; including a large scale visual display unit, computer keyboard, mouse and/or scanner for extended periods of time.
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PHYSICAL n
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Ability to speak and be clearly understood on the telephone;
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Being seated at a desk for prolonged periods of time while operating technology;
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Concentrating for reasonably long periods of time;
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Extended reaching;
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Keyboarding tasks;
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Listening, retaining information and understanding what is said; and
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Undertaking tasks which are visually demanding or critical for long periods of time.
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ELIGIBILITY TO APPLY n
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 n
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.
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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.
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You may also wish to research additional information which may be sourced from documents found on our Internet site –
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The key selection criteria outlined in the advertisement and/or this document describes the essential areas against which EastLink will assess your employment application.
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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.
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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 n
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 n
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 important, therefore, that your applica

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