Role Description
Technical Training Officer
Job Ad Reference
QLD/ECK015007/26
Job Evaluation No.
015007
Location
Various locations
Classification
8-38 hour week
Job Type
Casual to Permanent
Fortnightly salary
TBD
Contact Officer
Chi Nguyen
Contact Telephone
07 3123 4873
Closing Date
OPEN
Your employer
ECKOO focuses on implementing sustainable technology solutions, which allow for upgrades and consolidation when required. Our team works in tandem with customers business strategies, tailoring our solutions to their unique requirements and helping our customers avoid unnecessary financial outlays.
Our customers work with and trust us because we provide holistic technological solutions which guarantee that their IT system works when they need it. We offer project implementation and training services, and our friendly team are experts at bringing our customers and their staff up to speed when it comes to using new technology.
The provision of ongoing IT support, both on-site and remotely, is something that we make a priority for all of our customers. Our proactive approach enables us to make appropriate assessments or implement upgrades and fixes for our customers.
Our support is personalised and we make sure that it caters to all individuals ensuring that our customers feel valued and comfortable with our processes.
Our dedicated team provides complete practical and commercial assistance, tailored to the needs of private businesses, family businesses, entrepreneurs, government and high-net-worth individuals. Much like a personal trainer, we will support our customer business in every moment and in every situation, so that our customers can fully focus on their strategic goals.
Our Vision: Creating value to our customers, employees and communities through sustainable and customised IT Solutions and Services that are functional, innovative, efficient, and stable.
Position Purpose
Key Result Areas (KRA’s)
1. Technical Training & Onboarding
Responsibilities
- Coordinate and deliver onboarding training for new School Technical Officers.
- Provide technical instruction, coaching and practical guidance to technicians.
- Provide support in understanding company systems, processes and service expectations.
- Assist in developing technical competency and confidence across the team.
Performance Measures
- Effective onboarding completion of new technicians.
- Positive feedback from trainees and schools.
- Reduced onboarding and technical support issues.
2. Technical Support & Capability Development Responsibilities
- Provide ongoing technical support and mentoring to School Technical Officers.
- Identify skill gaps and recommend development opportunities.
- Assist technicians in resolving technical issues and escalations where required.
- Promote consistency in technical service delivery and troubleshooting approaches.
Performance Measures
- Improvement in technician capability and confidence.
- Reduction in repeat technical issues or escalations.
- Timely support provided to technicians and operational teams.
3. Systems, Processes & Documentation
Responsibilities
- Assist in developing and maintaining technical training materials, guides and documentation.
- Support the implementation of consistent technical processes and procedures.
- Contribute to continuous improvement initiatives relating to training and technical
operations. - Ensure documentation remains current and operationally relevant.
Performance Measures
- Accuracy and accessibility of training documentation.
- Consistency in technical processes across the team.
- Continuous improvement initiatives implemented.
4. Technical Performance Oversight & Improvement Responsibilities
- Oversee and coordinate the Technical Officer KPI, training and competency review process across school sites.
- Monitor School Technical Officer performance, capability and service standards, identifying areas requiring additional coaching, support or development.
- Lead the collection and consolidation of school technology and operational data through improvement plans to support forward planning, informed resource allocation, and proactive identification of support needs.
Performance Measures
- Completion and accuracy of KPI reviews, training records and improvement plans.
- Timely identification and implementation of technician performance and capability improvement actions.
- Quality and effectiveness of school technology data collection and operational planning support.
5. Stakeholder Communication & Support
Responsibilities
- Build positive working relationships with technicians, management and school stakeholders.
- Communicate professionally and effectively across all levels of the business.
- Support a positive team culture through collaboration, coaching and knowledge sharing.
- Provide feedback to management regarding training trends, operational issues and
development opportunities.
Performance Measures
- Positive stakeholder and technician feedback.
- Effective communication and collaboration across teams.
- Timely escalation and resolution of training or operational concerns.
6. Leadership & Professional Standards
Responsibilities
- Lead by example through professional behaviour and technical standards.
- Promote accountability, teamwork and customer service excellence.
- Support compliance with company policies, procedures and safety requirements.
- Contribute positively to workplace culture and employee engagement.
Performance Measures - Professional standards consistently demonstrated.
- Positive contribution to team culture and engagement.
- Compliance with operational and safety expectations.
Skills & Experience
- Demonstrated technical IT support experience.
- Experience working within school or education environments desirable.
- Strong communication and interpersonal skills.
- Ability to coach, mentor and support employees.
- Organised with the ability to manage competing priorities.
- Strong troubleshooting and problem-solving capability.
- Ability to build positive stakeholder relationships.
