IT Support Coordinator

About Pacific Labour Mobility Support Program

The Pacific Australia Labour Mobility (PALM) scheme is a signature initiative for the Australian Government that enables workers from 9 Pacific Island Countries (PICs) and Timor-Leste to work in priority sectors in Australia. The Pacific Labour Mobility Support Program's (PLMSP) role is to provide the Department of Foreign Affairs and Trade (DFAT) and governments in 9 PICs and Timor-Leste with support to enable workers to access PALM scheme in inclusive ways that maximise the benefits for the workers and national economies while minimising risks from labour mobility participation. Palladium is contracted to deliver PLMSP on behalf of DFAT.

Timor Leste Scale Up

Prime Minister Anthony Albanese and Timor-Leste Prime Minister Xanana Gusmão released a joint statement on 21 December 2024 announcing bilateral funding of nearly A$50m (A$48.6m) for the Timor-Leste-Australia Labour Mobility and Skills Partnership, to equip Timorese workers with job-ready skills and provide them with more employment opportunities. The Partnership will help contribute to long term economic growth for Timor Leste and will assist the country to achieve its target of 10,000 workers in the PALM scheme by 2027-28.

This Opportunity

The IT Support Coordinator – Timor Leste will be responsible for extending PLMSP IT team's support capabilities by providing on-demand technical support to a variety of end user groups, partners and business systems. The TL IT Support Coordinator will be based in the PLMSP and LSU office in Dili, Timor-Leste, serving as the frontline contact for IT infrastructure & technical support requests and will interact with a variety of user groups and systems, across PLMSP, TIC, SEFOPE & vendors.

This is a fixed term opportunity required to end of June 2027.

Key Responsibilities

• Work under the guidance of the IT Infrastructure Lead to implement and coordinate technical infrastructure tasks across Timor‑Leste.
• Conduct technical infrastructure audits and evaluations across office locations, including servers, networks and internet systems.
• Manage and resolve Tier 1 and Tier 2 technical issues for PLMSP and LSU staff, using support systems such as Atlassian Service Desk and MS Teams hotline.
• Coordinate technical activities and troubleshooting between internal teams, external agencies and third‑party vendors, escalating issues when required.
• Assist with the procurement of IT equipment in‑country, including preparing documentation and liaising with vendors to ensure timely delivery.
• Maintain system compliance and security by identifying risks, supporting major incident responses and documenting resolutions in the knowledge base or SOPs.
• Provide training to staff on IT equipment, applications and processes to build user capability and support smooth operations.
• Build strong working relationships with internal and external stakeholders, ensuring professional, respectful and effective communication at all times.

Qualifications

• Tertiary qualifications in a relevant discipline and at least 5 years' experience in a technical support role, with demonstrated ability to work under pressure and manage competing priorities.
• Experience supporting ICT infrastructure rollouts and implementations, with a willingness to learn and problem‑solve on the job.
• Hands‑on experience administering on‑premises and Azure Active Directory environments, including users, group policies, MS Intune and SOE devices/software.
• Strong technical troubleshooting skills across common business systems and user environments.
• Working knowledge of Atlassian Service Desk or a similar IT support ticketing platform.
• Ability to clearly document issues, steps to reproduce problems and develop user‑friendly SOPs or support guides.
• Excellent communication and teamwork skills, with the ability to support and engage non‑technical and diverse stakeholders.
• Flexibility and adaptability to undertake additional duties as required in a dynamic and evolving program environment.

How to Apply

To apply visit https://palladium.csod.com/ux/ats/careersite/2/home/requisition/24879?c=palladium

Please submit your application online, including your CV and brief cover letter, outlining your suitability in line with the requirements of the position.

For questions or accessibility accommodations, please contact [email protected]

Please note the recruitment process can take between 6 – 8 weeks from close of advertisement for the full process to be completed.