Application Support Engineer

Department of Government Services VIC; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Department of Government Services VIC in Melbourne, Australia is seeking an Application Support Engineer for a 12-month fixed-term role. The role supports customer-facing technologies, provides break/fix support and develops long-term solutions to recurring incidents within a multi-channel support environment.

Applying ITIL v4 practices, you will restore services within defined timeframes, maintain high customer satisfaction and collaborate with agencies on their digital journey on the Service

Qualifications

• Experience in facilitating information sessions and communicating technical advice.
• Ability to diagnose, triage and resolve technical incidents.
• Knowledge of relevant legislation, regulations, policies and processes.

Responsibilities

• Be the technical escalation point for the customer support team and triage issues reported by customers/agencies while identifying root causes.
• Troubleshoot the Service Victoria platform and key applications/services including AWS, Datadog dashboards setup and maintenance, Salesforce administration.
• Implement service requests, onboarding/offboarding and user administration; log platform defects with Engineering for continuous improvement.
• Perform system administration on supported applications to ensure service continuity for transactions.

Skills

Troubleshooting

Stakeholder communication

Information sessions facilitation

Incident management

Tools

AWS

Datadog

Salesforce

Job description

Department of Government Services VIC - Melbourne VIC

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

You can find out more about our Ministers, leadership and entities here: Department of Government Services.

About the Branch

Digital Platforms is the provider of cloud capability for government services. It's our job to make things easy. The Digital Platforms culture is dynamic and fast-paced, we're not what you'd expect from a government department. We work flexibly and remotely, using our workspaces in the Melbourne CBD and Footscray for onsite collaboration. We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems.

About the Role

The Application Support Engineer supports customer-facing technologies, provides break/fix support, and develops long-term solutions to recurring incidents. Applying ITIL v4 practices, they restore services within specified timeframes, maintain high customer satisfaction, support customers and agencies in their digital journey on the Service Victoria platform, and deliver continuous service improvements across a multi-channel support environment.

Key Accountabilities

• Be a point of technical escalation to assist our dedicated customer support team and triage issues reported by customers/agencies whilst identifying the root cause of the customer issue.


• Provide troubleshooting for the Service Victoria platform and key applications/services including Amazon Web Services (AWS), Datadog dashboards setup and maintenance, Salesforce administration.


• Implement service requests, including onboarding, offboarding and user administration and identify and log platform problems and defects with Engineering teams to support continuous improvement.


• Perform system administration on supported applications to ensure service continuity for transactions.

About You

• Demonstrated experience in facilitating information sessions, communicating technical advice, advocating solutions and negotiating with stakeholders.


• Demonstrated experience in assessing client needs, delivering appropriate solutions and evaluating individual or agency actions against service agreements.


• Knowledge and understanding of relevant legislation, regulations, policies and processes.


• Ability to diagnose, triage and resolve technical incidents.

This role is a 12-month fixed term. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description DGS Application support Engineer Position Description.docx

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.