Unified Communications Technician

eHealth Queensland are excited to welcome applications for a Unified Communications Technician to join our Digital Partnership Teams in Bowen Hills! The Digital Partnership Teams deliver operational second and third level support and project delivery to our customers in all locations across the state of Queensland. The teams support front-line clinical and non-clinical staff to ensure that underpinning ICT services critical to healthcare delivery are available.

About the role:

As a Unified Communications Technician, you will provide advanced technical advice, direction and support in the network and unified communications technical domain, to enable the delivery of timely and high quality services across a large scale, highly complex IM/ICT environment.

Your key responsibilities include:

• Provide high level technical knowledge advice and skills in both the analysis of data network and unified communications systems as well as the design and management of complex system integrations. This includes the formulation, design and provision of appropriate solutions, improvements and technical design documents for use in complex and clinical installations.
• Supervise a small team to provide high level technical knowledge for 2nd level support and incident resolution, advising on technical direction and instigating alternative courses of action when deemed appropriate.
• Document and maintain the data network and unified communications infrastructure within the Digital Partnership Team encompassing touch points across all connected systems.
• Contribute to the monitoring and preparation of appropriate reports, documentation and recommendations on the operational performance of the enterprise infrastructure within the Digital Partnership Team.
• Provide input into effective change, problem management, capacity planning, incident management, risk management and continuity planning utilising industry best practices in systems support and service delivery, compliant with the Information Technology Infrastructure Library (ITIL) framework.
• Provide operational support (on-site and remote) to Queensland Health sites as required.

Role fit:

You will be assessed on your ability to demonstrate the following key capabilities, knowledge and experience. Within the context of the responsibilities described above under ‘Key Responsibilities', the ideal applicant will be someone who can demonstrate the following:

• Provide advanced technical expertise in data networks and unified communications to determine technical direction, standardisation, professional advice and support of enterprise infrastructure in a large customer focus organisation, using the technologies (or similar) as outlined in the role description
• Demonstrated skills in the analysis and problem solving of unified communication system issues and the formulation, design and provision of appropriate solutions and improvements, including the recommendation, documentation and implementation of ICT changes
• Demonstrated ability to supervise a small team of technical staff to achieve and exceed defined service levels, incorporating training and staff development opportunities
• Well-developed interpersonal, written and oral communication skills including the ability to negotiate, advise and influence others on behalf of the unit, working collaboratively with people to reach a desirable outcome
• Demonstrated ability in developing and promoting ITIL Service Management processes primarily incident / problem / test / change and configuration management

Why work for us:

• Career training and development
• Competitive salaries
• Generous leave entitlements
• Employee wellbeing programs 

Our commitment to equity, diversity and inclusion 

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.

Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions. 

Ready to apply?

For further information on how to apply please review the attached Role Description.