Application Support Engineer

Velan Consulting Pty Ltd; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Velan Consulting Pty Ltd is seeking multiple Application Support Software Engineers for an on-site Canberra role. The position requires Australian citizenship, NV1 security preference, and a long-term contract.

The team supports Passport systems within IMD, focusing on systems administration, monitoring, and level 2/3 technical support. Candidates will work closely with development, database, server, and network teams to maintain operational capability.

Qualifications

• Strong technical skills and experience with application troubleshooting, diagnosing, testing and resolving customer issues.
• Experience with scripting languages (PowerShell) and task automation.
• Intermediate Transact SQL (T-SQL) skills and strong experience with SQL database products.
• Experience working with software development teams and understanding of the Software Development Life Cycle.
• Knowledge of ITIL Incident, Problem, Change and Release Management processes.
• Strong problem-solving skill with the ability to resolve complex technical issues.

Responsibilities

• Provide systems administration, monitoring and level 2 and level 3 technical support
• System monitoring and reporting, including ongoing process improvements to enhance operational availability and reliability.
• Investigate and resolve technical issues, providing technical assistance to stakeholders as required.
• Escalation of problems and incidents with vendors, ensuring problems are fully documented within the relevant reporting systems.
• Serve as technical resource for assigned projects and BAU activities to deliver technical solutions and outcomes, including support of testing activities.
• Installation/deployment of software updates, patches and fixes in line with procedures and processes, including change management.
• Create and maintain system and operational documentation, including the creation and maintenance of Knowledge Based Articles that can be followed by level 1 support officers
• Adhere to established safety, security and quality standards.

Skills

ASUP Level 5

SYSP Level 4

PBMG Level 5

PowerShell scripting

T-SQL / SQL

ITIL processes

SDLC understanding

Azure DevOps

Tools

Azure DevOps

Job description

Velan Consulting Pty Ltd - Direct supplier to both Federal Government and Private agencies.

Application Support Software Engineers ( Multiple ) - Canberra | On-site | Australian Citizens | NV1 preferred | Long term Contract

Working arrangements

This is an on-site Canberra based role which requires 5 days in office. Remote / Interstate based candidates will not be considered.

About the team

Department is responsible for the support and sustainment of Passport systems. We have support, service delivery and development staff and work closely with a variety of teams covering development, database administration, server infrastructure, networking and desktops.

Job details

The client's IT Section within the Business Solutions Branch of the Department's Information Management and Technology Division (IMD) has a requirement for multiple skilled and experienced Application Support Engineers to assist with the technical support and maintenance of software applications used by the department. These resources are critical to maintaining IMD’s operational capability in support of department operations.

Job responsibilities

• Provide systems administration, monitoring and level 2 and level 3 technical support
• System monitoring and reporting, including ongoing process improvements to enhance operational availability and reliability.
• Investigate and resolve technical issues, providing technical assistance to stakeholders as required.
• Escalation of problems and incidents with vendors, ensuring problems are fully documented within the relevant reporting systems.
• Serve as technical resource for assigned projects and BAU activities to deliver technical solutions and outcomes, including support of testing activities.
• Installation/deployment of software updates, patches and fixes in line with procedures and processes, including change management.
• Create and maintain system and operational documentation, including the creation and maintenance of Knowledge Based Articles that can be followed by level 1 support officers
• Adhere to established safety, security and quality standards.

Skills

• Delivery and operation - Technology Management - Application Support (ASUP) - Level 5
• Delivery and operation - Technology Management - System Software (SYSP) - Level 4
• Delivery and operation - Service Management - Problem Management (PBMG) - Level 5

Technical skills

Minimum 5 years’ experience supporting Government IT Systems / Relevant Microsoft certifications.

Essential criteria

• Strong technical skills and experience with application troubleshooting, diagnosing, testing and resolving customer issues.
• Experience with scripting languages (PowerShell) and task automation.
• Intermediate Transact SQL (T-SQL) skills and strong experience with SQL database products.
• Experience working with software development teams and understanding of the Software Development Life Cycle.
• Knowledge of ITIL Incident, Problem, Change and Release Management processes.
• Strong problem-solving skill with the ability to resolve complex technical issues.

Desirable criteria

• Windows server and Linux administration skills.
• Release automation using Azure DevOps or similar tools.
• Ability to effectively manage multiple, concurrent activities, while understanding and managing priorities, dependencies and risk.
• Strong communication (verbal and written) and interpersonal skills