ROC IT Support Officer

Do you thrive in a fast-paced operational environment where reliable technology and responsive support make a real difference?

Surf Life Saving NSW is seeking a calm, adaptable and service-focused IT professional to support the technology underpinning our Remote Operations Centre (ROC).

Reporting to the ICT Lead, the ROC IT Support Officer will provide responsive technology support to help keep the systems, devices, communications tools and applications used by operational teams available, secure and fit for purpose. You will troubleshoot incidents, coordinate escalations, maintain accurate documentation and contribute to the ongoing reliability and readiness of ROC technology.

Key duties

• Provide day-to-day IT support for the ROC, prioritizing issues affecting operational readiness, service availability or critical communications.
• Monitor, log, priorities, troubleshoot and resolve incidents and service requests, owning issues through to resolution and coordinating escalations with internal teams, MSPs, telecommunications providers and vendors.
• Support ROC technology including workstations, laptops, monitors, command displays, phones, headsets, mobile devices, collaboration tools, printers and peripherals.
• Troubleshoot LAN/WAN, Wi-Fi, internet connectivity, VPN, switching and basic network issues.
• Assist with account setup, permissions, multi-factor authentication, access requests, onboarding and offboarding.
• Conduct regular and pre-event readiness checks of phones, workstations and other operational technology to ensure devices are up to date, available and connected.
• Maintain accurate asset records, configuration details, procedures, knowledge articles and other support documentation.
• Promote cyber safety through secure-access practices, endpoint hygiene, phishing reporting and the escalation of suspected security incidents.
• Contribute to business continuity, disaster recovery and major-event technology planning.
• Participate in rostered, on-call or escalation support outside standard business hours during patrol season, major events and operational incidents.

About you

To succeed in this role, you will have:

• Experience providing IT, service desk, desktop or operational systems support in a busy, service-focused environment.
• Working knowledge of Microsoft Windows, Microsoft 365, Teams, SharePoint, endpoint devices, printers, mobile devices and common business applications.
• The ability to troubleshoot hardware, software, account, access, connectivity, audio-visual and peripheral issues.
• Experience prioritizing incidents and service requests, restoring services promptly and maintaining accurate records in a ticketing or service-management system.
• Experience supporting an operational or time-critical environment where system availability and timely escalation are essential.
• Knowledge of network fundamentals, including Wi-Fi, LAN connectivity, VPNs, internet services and basic diagnostic tools.
• Experience supporting access management, account setup, permissions, multi-factor authentication, onboarding and offboarding.
• Strong attention to detail when maintaining asset records, system information and support documentation.
• Excellent written and verbal communication skills, with the ability to explain technical matters clearly to non-technical stakeholders.
• An understanding of cyber safety and information-security practices, including phishing awareness, data protection and incident reporting.
• Strong problem-solving skills, initiative and a calm, service-oriented approach when working under pressure.
• The ability to collaborate effectively with internal teams, operational staff, volunteers, service providers and vendors.
• A current NSW driver’s license and the ability to provide support at SLSNSW locations and operational sites when required.
• The availability and willingness to participate in out-of-hours, rostered, on-call or escalation support arrangements.
• A proactive, self-motivated problem solver who enjoys challenge, takes ownership and thrives in a fast-paced operational environment.
• Enjoys solving challenging problems, remains calm under pressure and takes pride in supporting technology that directly contributes to Surf Life Saving operations and community safety.

Experience or qualifications in the following areas would be highly regarded:

• Surf Life Saving, emergency services or another volunteer or member-based organisation.
• Remote operations, contact centers, dispatch, incident management or operational communications.
• UAV systems, flight operations, video streaming or related data platforms.
• ITIL or other IT service-management frameworks.
• Microsoft Entra ID, Intune, Defender, endpoint management, asset management or monitoring tools.
• Telephony, radio communications, video conferencing, digital signage or command-center displays.
• Information technology, networking, Microsoft technologies, cyber security or IT service management.
• Coordinating managed service providers, telecommunications providers, vendors or equipment suppliers.

What’s in it for you?

• Flexible working options, subject to operational requirements.
• An additional paid day off over the Christmas period.
• Time off in lieu for additional hours worked.
• Ongoing learning and development opportunities.
• On-site parking.
• Access to Fitness Passport discounts.
• An Employee Assistance Program supporting your health and wellbeing.
• A positive, driven and supportive organisational culture.
• Salary packaging benefits to help increase your take-home pay.
• Modern, bright facilities with excellent staff amenities.

About SLSNSW

Surf Life Saving NSW is the state’s primary water safety and rescue organisation and one of the largest volunteer movements in the country. We support more than 83,000 members across 129 clubs to serve the community through beach patrol services, coastal emergency response, training and education, sport and junior development.

Surf Life Saving NSW is an equal opportunity employer, and we embrace and celebrate the diversity of our people.

Please note that only suitably experienced applicants who meet the above criteria will be contacted.

Thank you for your interest in working with Surf Life Saving NSW.